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Lloyds Banking Group

Standing Orders

Client

Lloyds Banking Group

Year

2023

I designed a user-friendly interface that empowers commercial customers to easily set up and manage recurring online payments, streamlining their workflow and boosting efficiency.

Story

In today's fast-paced business landscape, efficient financial management is essential for commercial customers. One fundamental aspect of this is the ability to set up and manage standing orders online.

Commercial banking customers at Lloyds Banking Group and Bank of Scotland lacked the ability to set up and manage standing orders directly through Commercial Banking Online.

 

This forced them to rely on a manual process that could take up to 24 hours for single requests and 30 days for bulk requests, significantly hindering their efficiency. Recognising this challenge and the growing demand for streamlined online services, LBG wanted to implement a solution that empowers Commercial Banking Online users to manage standing orders directly within the platform.

My Role

As the UX Designer on this project, I spearheaded the design process, ensuring it aligned with user needs and project objectives. This role demanded a collaborative approach, fostering open communication with various stakeholders.

Responsibilities

- Led user research (surveys, interviews, usability testing) to inform design solutions (wireframes, prototypes).

- Championed accessibility & collaborated with devs/product team

- Established design system for consistency & managed design scope.

- Owned ideation workshops & design execution.

Tools

Figma, Figjam, Confluence, Jira, MS Teams

The problem

Commercial banking customers at Lloyds Banking Group and Bank of Scotland did not have the option set up or manage standing orders online through Commercial Online Banking (CBO). This forced them to rely on a manual process, leading to delays:
24-hour wait times for single requests.
30-day wait times for bulk requests.

Creating Our ‘How Might We’ Statements

How might we streamline new standing Order Creation with User-Friendliness in Mind?

How might we design an efficient approval /rejection workflow for new standing orders?

How might we provide users with a clear and efficient way to track the status of their new standing orders, considering the limitations of the current feature scope?

HMW improve the clarity and user-friendliness of permission documentation and configuration tools, ensuring administrators can confidently assign appropriate access controls?

Defining the project goals

Transitioning the creation and management of standing orders from an offline process to a fully online one within the Commercial Online Banking (CBO) platform. With focus on four key areas:
1. Seamless Online Standing Order Creation
2. Efficient methods to track the status of their online-created standing orders
3. Workflow for those involved in approving or rejecting online-created standing order requests
4. Clear Permission Management for standing orders

Empathising through research

Understanding the current experience

I started with understanding the existing offline process thoroughly

The outcome

  • High Volume: Standing orders generate 40,000 requests annually (doubled from 2020/2021).

  • Processing Bottleneck: 100 requests/year require manual processing due to system gaps.

  • Customer Demand: Online management is a top customer request for 5+ years (feedback & surveys).

  • Offline Frustration: Difficulty with offline management likely contributes to 22,000 annual support calls.

High Level Flow

Leveraging the insights from the user journey mapping, I addressed the identified flaws in the existing process. This resulted in the creation of a new, high-level flow for managing standing orders online. This streamlined flow prioritises user needs by simplifying the process, minimising steps, and ensuring clear communication throughout the journey.

User journey mapping exercise

To gain insights into user challenges, I conducted a comprehensive user journey mapping exercise. This analysis of the current offline standing order process revealed key pain points.

Engaging Stakeholders with a Hands-On Approach

I created a low-fidelity prototype, a basic representation of the user interface, to visualise the proposed online journey. This low-fidelity prototype was then printed and each page was discussed in detail with stakeholders, allowing for open communication and clarification. Additionally, I conducted a workshop where stakeholders participated in a Six Thinking Hats exercise, fostering a diverse perspective on the design.

Defining the Ideal Future State

Several iterations of the 'to-be' flowchart were developed, each reflecting refinements and adjustments based on incorporation of valuable user feedback gathered through workshops and collaborative sessions.

Iterative ‘to-be’ flowchart design

Hi-fidelity designs

I led the design process starting with drafting early wireframes and flows which I used to gather from other designers as well as key stakeholders involved in the project

Usability Testing And Feedbacks

Testing the prototype

We conducted usability testing with a group of 20 representative CBO clients to gather feedback on the usability and effectiveness of the online standing order management prototype.

The Digitalised Journey

From offline forms..

To seamless online journey..

Results And Impact

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