'Omni-channel banking' - Lloyds Banking Group / SAP .
'Omni-channel banking' (OCB) was a commercial banking platform to be delivered by SAP that addresses the complex and multi-tiered banking needs of very large companies with complex subsidiary companies. This was a UX consultancy project rather than hands-on design. OldWorld Creative was the design advocate for both Lloyds Banking Group and SAP.
Client industry / sector: Financial Services
Client location: Southbank, London / Mexico City, Mexico / Canada
Project delivery time: 12 months
Service/s provided: UX consulting / UX audits
Discovery began with OldWorld Creative meeting the Product Owner (PO) on the project to gain a broad understanding of the business needs and broader problems faced with their current banking platform. OldWorld participated in various video conference calls to see product demonstrations, ask questions and understand limitations early on.
The key remit of the engagement was to consider and advise on hypothetical user flows and to oversee implementation and development of the project, aligned with expected UX best practice. OldWorld's role was to help illustrate and articulate Lloyds Banking Group's thinking while guiding advocating from the user's perspective.
The bank had a tendency to purchase off-the-shelf solutions rather than to design purpose-driven solutions internally. This historically created considerable user experience (UX) issues. Commercial banking customers would typically use multiple product and service offerings, each with their own log ins as well as differing user experiences, visual identities, lack of cohesion and other inconsistencies that come from a non-unified approach.
The project lacked sufficient design appreciation/understanding, with a focus solely on delivery. This led to some areas of concern - being able to properly address underlying UX and technical issues and the ability to deliver a level of quality user experience for the product's users. Assuring consistency and seamlessness of experience across the bank's products was identified as a risk early on.
The SAP product team were adapting their product's user experience and visual aesthetics at OldWorld's direction. The work was being created in wireframe form only, with no visual design phase completed before entering development. This presented considerable problems as the builds did not reflect the visual style guide accurately.
The project was Waterfall.
The SAP team were based in Mexican and Canadian time zones.
By nature of the project, it was a case of advising and recommending rather than hands-on design.
OldWorld continually evaluated the product development by means of heuristic evaluation, and by reviewing the use case documents - advising areas to amend - then working with SAP's consultant to produce improved interaction patterns, align to Lloyds Banking Group design patterns as closely as possible, and improve the offering where possible. This was often done via informal show-and-tell sessions between the SAP consultant and OldWorld Creative.
OldWorld worked up occasional wireframes to advise the solution and to illustrate patterns to be followed.
The solution was delivered on time and the business was content.
From a user-centred design perspective, the solution suffered from being an off-the-shelf product that wasn't adapted to work with the wider ecosystem of commercial banking products. Nor were the existing product platforms unified with this one. The opportunity to address the issues of having multiple platforms, each with separate URLs, log in credentials and diverging UX and visual identities was missed. Ultimately this was due to the value of delivery over quality being emphasised.