Finance, Insurance & Fintech
Case Study: Digital Transformation for Lloyds Banking Group
Lloyds Banking Group
Client Overview
Lloyds Banking Group is a leading UK-based financial services organisation, offering a wide range of banking and financial services primarily focused on retail and commercial customers.
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Customer Base
Serves approximately 30 million customers.
Global Reach
Operates predominantly within the UK.
Employees
Employs around 63,000 professionals globally.
Revenue
Formed through the acquisition of HBOS by Lloyds TSB in 2009, with a heritage spanning over 320 years.
Profit Before Tax
Key Brands and Subsidiaries: Lloyds Bank, Bank of Scotland, Halifax, Scottish Widows, MBNA, Schroders Personal Wealth, Black Horse, Lex Autolease, Birmingham Midshires, Lloyds Bank Corporate Markets, Agricultural Mortgage Corporation.
Products & Solutions
Offers diverse services, including retail banking, commercial banking, insurance, pensions, and investment services.
Market Presence
Maintains a significant presence in the UK financial services market.
Technology
Invests heavily in digital technologies to enhance customer experience and streamline operations.
Industry Recognition
Consistently ranks among the top financial institutions globally.
The Challenge
During the digital transformation initiative, Lloyds Banking Group encountered a challenge regarding the usability of some of their internal applications. They needed to create a new user experience to enhance existing products.
Previous Approach
To address this, the bank sought out UX SME support to guarantee a seamless UX design for their application development efforts.
Impact of the Challenge
- The bank wanted to guarantee a smooth user experience for customers using their services.
The Solution
I was engaged as the Lead UX Designer and tasked with auditing existing applications and collaborating with the team to produce a new design to enhance the user experience for the bank’s internal employees.
- Collaborated with a contingency team to deliver all UX design solutions.
- Designed a new application for the bank.
Key Deliverables
User Experience (UX) & UI Components
- Business Requirements & User Flows
- Information Architecture
- Figma End-to-End Wireframe Design
- UCD User-Centred Design
- High-Fidelity GUI Design
- End-to-End iOS & Android Prototypes
Development Contributions
- UCD Design Application
- Product Design & Innovation
- Mobile-First Design & UX/UI Consulting
- Usability & Accessibility Improvements
- Internal Employee Feedback
- Agile Team Collaboration
The Results & Impact
- The project was completed on time with a new experience solution.
- The solution provided direct benefits for both the client and employees.
- The client was very satisfied with the final delivery, leading to positive feedback.