Case study: Lloyds TSB International, UCD

We completed the user-centred redesign of two websites for Lloyds TSB International: Lloyds TSB Personal Banking for Channel Islands customers and the Offshore Corporate site.

The business challenge

The International team needed to bring these two sites up to date with the recently re-designed International Personal Banking website, whilst balancing the needs of the customer with the business.

Our team of user experience consultants, information architects, visual designers and programme managers collaborated with the online, sales and product teams within Lloyds TSB International, and their build partner E-Scape, to research, design and then implement the redeveloped sites.

LTSB International case study screenshot

What we did

As the lead agency, we began by documenting the business requirements through a definition workshop with the Lloyds TSB International team. This established the following requirements:

Update the look and feel of the Islands banking online presence using the templates from the International Personal Banking re-design
Support the launch of new product bundles
Create a differentiated experience for Island customers

We then followed a user-centred design approach which incorporated the following tools and techniques:

Remote depth interviews with customers on the Channel Islands and Isle of Man.
Information architecture.
Copy specifications and management of external supplier – Oneonone Communications.
Visual design for key Islands Personal and Offshore Corporate templates, informed by brand guidelines and conforming to existing International Personal Banking templates.
Build kit and build management working alongside external supplier, E-Scape Interactive.
Management of go live and testing.

By running the website redesign from start to finish we could ensure the end result met the needs of the customer as well as those of the business.

The results

The Island Personal Banking and Offshore Corporate Banking sections are now up to date with the current branding and look and feel of the parent site.

The Personal Banking product marketing message is now aligned to offline channels, and both sections of the site provide greatly improved signposting and navigation.

Lloyds TSB International Banking say:

"The IA and design expertise that Foolproof demonstrated throughout the project has allowed us to bring the sites fully up to date from a brand and product proposition aspect while ensuring that the customer’s voice has been heard throughout the design process. This has been reflected in the positive feedback we have received since the re-launch." Laurent Christoph, Lloyds TSB International Banking

Download Lloyds Banking Group, UCD case study as a pdf

Visit the Lloyds TSB Islands website (opens in new window)

Visit the Lloyds TSB Corporate website (opens in new window)