In the beginning of 2014, we entered into a large and very challenging engagement - we were asked to create a minimum viable responsive site, in 6 months.
The site had to showcase all the services and products that TSB provided and needed to communicate their new go to market proposition - “Challenger bank, bank of the future”.
We had to work with many legacy platforms, existing content and re-imagine the connections between the entire product set and other services that the bank offers.
A 12% increase in overall engagement on the site, a 19% increase in completed online applications for current accounts with directly cut operational cost and drove revenue.
The project resulted in further engagement with the TSB team, including at least 10 other projects.
Following the success of the previous engagement, TSB commissioned us to continue optimising the responsive site.
The main task for this programme was to work with the business, the analytics teams and what we knew about users to continuously re-imagine the content and design of key customer journeys on the site.
The outcome is best summed up by this quote from the client:
"This is a huge success and something you guys should be extremely proud of.
We always knew agile was going to deliver some good and bad news sprints but that’s why it’s so great. We learn from both and are able to make improvements where we need to. Whilst it’s important to look at current accounts I also think it’s key to celebrate the success of mortgages.
In this 4 week sprint we have single-handedly delivered the biggest value on behalf of the TSB digital team this year. Thank you for all your hard work." Head of UX at TSB
Role: Experience lead
Current status: Live here