Wednesday 16th May, 2012
2:30pm to 2:50pm
We will present a case study of the redesign of Lloyds TSB's public website, part of the largest retail bank in the UK. Lloyds TSB’s online retail offering was 10 years old before our project started and had not adapted to represent the bank’s services and customer needs.
In our case study we will show our approach and process, problems that were avoided or overcome and an overview of the end solution.
Our case study will give insights into:
· The process that allowed us to gain sign off from 80+ stakeholders without delaying the project in a business with strict sign off procedures and a strong aversion to risk
· Working in a blended team where design and user experience are inseparable – there were no wireframes produced on this project.
· Ensuring the site experience reflects Lloyds TSB's brand values while addressing the imbalance between customer need and internal business structures.
· Integration of content strategy – allowing for reusable content that is easily updated and meets user's requirements from the start
· User testing with high fidelity, interactive prototypes
Attendees will gain insight into a large, successful commercial project that focused on the customer while being brave enough to break existing financial sector conventions.
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