Case study: Lloyds Banking Group, mortgages

Lloyds Banking Group (LBG) Mortgages team aimed to develop a best in breed customer experience and gain competitive advantage via its digital channel.

LBG’s objective was to create a customer focused business vision for how mortgages are bought and managed online. As customer experience specialists, Foolproof was appointed to deliver an Ideal Customer Journey for mortgages.

What we did

Foolproof developed customer requirements and design principles based on known insights and customer ‘Pain Points’ in the current marketplace.

The programme included:

Review extant research
‘Pain Points’ workshop
Identify ‘Super Pain Points’
Crafting of challenging and measurable design principles
Focus group validation and optimisation

The customer vision and validated design principles developed during this phase has led into a wider strategic roadmap for the public and secure sites.

LBG say:

“Developing a truly customer-focussed vision has often been talked about, but with Foolproof’s guidance we have now achieved that. Thank you Foolproof for helping us develop a truly unique vision for the future of online Mortgages.”

Mark Hughes, Digital Mortgages, Lloyds Banking Group

Visit the Lloyds Banking Group website (opens in new window)