Lloyds Banking Group
Lloyds Banking Group is the UK’s largest retail banking group.
In our second major project with Lloyds we designed a customer-centric proposition for a new concept branch format.
Lloyds Banking Group asked us to help them create a customer-centric and scalable branch proposition that was led by user insight. Lloyds’ vision is to take customers out of product silos and empower their branch teams to see customers as complex individuals with unmet needs – which the bank could help fulfil. Having already designed 2 branch propositions with us – Business & Wealth – Lloyds wanted to blend them with additional product offering to create a truly holistic, in-branch customer experience.
Building on our already strong relationship with Lloyds, we partnered with their wider team in the Manchester lab. We helped upskill the lab team on user-centred mindsets and the tools and techniques required. Across 8-weeks, we co-designed with subject matter experts from across the organisation, working to break down silos and truly understand, and document, the needs and situation of the internal teams as well as the unmet needs of their customers.
We immersed ourselves in existing research, prioritised ideas and carried out 4 rapid design sprints. We tested prototypes with customers, to deliver a number of validated opportunities that would meet the needs of the both Lloyds and their customers, as well as changing the way we look at “traditional” bank branches.
By working in the open, sharing and learning as we went along, we demonstrated our work to the wider business and aligned everyone behind one vision for the future … and a way to deliver it.
By collaborating across labs we were able to map and illustrate the business customers’ end-to-end journey. This led to: