Design Engineering
Showcase 2022


Service Design
Design Thinking
Customer Experience
Proposition Design
Growth Opportunities

Project Details

Paula Castillero
Wealth Businesses/Strategy, Sustainability, and Innovation (SS&I)/Innovation Team
Innovation Design Engineer & Business Analyst
Financial Services, Banking and Insurance

Coutts & Co is a London-headquartered private bank and wealth manager - it operates with a customer-centric, purpose-led (first UK bank to become a B-Corp), and growth mindset. It was founded in 1692, making it the oldest bank in the UK, and merged with NatWest Group (NWG) in 1919. I worked in the Wealth Innovation team - a team that leads the definition of new, innovative capabilities and technologies to help Coutts be the best private bank in the UK.

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Role and Contributions

My placement at Coutts can be summarised into two components. The first part is my role within the Innovation team, where I contributed to short-, medium-, and long-term commercial/strategic priorities by driving and delivering innovation projects. My role included working with the team, other business areas, and third parties to build new propositions, validated through an iterative design thinking process. I was part of three key projects throughout the six months, contributing at all stages by conducting desk research, user research, research analysis, insight generation, and opportunity finding (iteratively). Due to my visual design, communication, and storytelling skills, I also often took the lead in creating packs after each phase to document the findings and socialise the projects across NWG.

The second part of my role was a group project with the rest of the interns; our task was to develop, run, and lead an interactive Design Thinking workshop for Coutts Staff. The goal was to spread the methodology’s use and benefits, as well as to encourage employees to think with users, rather than for them. We ran a total of 10 workshops during the summer, helping Coutts in its goal to provide excellent user experience by empowering journey designers to empathise with clients.

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