Developing a mobile app for a tier 1 bank
Helping Brittain prosper.
Lloyds banking Group is the largest retail bank in the UK, with a mission to help Britain prosper.
The Challenge
Lloyds required a new journey within the app to provide functionality allowing customers to consolidate pensions with their Lloyds pension. The first stage of this project was a discovery to understand the business context and develop and test a prototype for the app.
The Process
- A month-long discovery, embedded in a client design squad, to understand design and research context created over the previous 2 years.
- Led a design sprint with the design squad to synthesize the existing research into actionable prototypes to test with customers.
- Developed Lo-Fi wireframes to demonstrate the journey and socialize the benefits this would have for the client.
- Developed high fidelity prototypes in Figma. Worked with a variety of client stakeholders to ensure we met design and business requirements including the design lead, design system team, copywriters, risk, accessibility.
- Tested the prototype with customers in a research lab.
- Socialised the new journey with business stakeholders, along with the business benefits and the customer feedback to secure buy in to move to build.
The Outcome
Based on this discovery outcomes, Lloyds moved to the build phase of the project.
Business stakeholders had a clear business justification, alignment to prior research, customer insight and alignment to design requirements which enabled sign off to move to build.
The development team had high fidelity prototypes which increased the speed and quality of the final app.
This discovery was a key factor in the successful app launch which is now live and can be accessed by over 5m customers.
Tim Sweeting
Head of Solutions & Engineering, Insurance & Wealth, Lloyds Bank
The Pot C pension transfer journey was a great achievement and paves the way for a strong foundation for our future partnership.
Key takeaways
This was a complex discovery due to the highly matrixed nature of the organisation, many stakeholders across different geographies and a high sensitivity to risk. The success of this was due to a solid discovery approach and high quality management of dozens of stakeholders.
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