[Lloyds Banking Group h1 page title here]

Role: Lead UX
Role type: Contract
When: June 2016 - ongoing

At a glance:

I worked on several projects in my time at Lloyds Banking Group (LBG) - some big, some small. These were get-your-hands-dirty style practitioner projects and also consultant-like ones where I managed and oversaw the direction and implementation of larger UX projects (complete with yellow hard-hat and high-vis jacket*).
* jacket and hard-hat might be imaginary.

What was it:

  • UX guidance on incorporating an accountancy software provider for SME's in business banking (aligning to HMRC's 'Making Tax Digital' initiative)
  • A new 'cash management and payment' transactional banking platform for large commercial clients with an emphasis on permissions-based hierarchy
  • Designing a dashboard to alleviate the dis-jointed nature of the product and service offering within the commercial banking platform
  • Guiding the third-party design of an international trade portal for the commercial banking platform
  • Designing a foreign currency purchasing service on the commercial banking platform
  • Integrating an FX trading tool into commercial banking
  • Integrating a 'future clearing model' for cheque self-management
  • Adapted third-party products to align to expected, or achievable UX (due to limitations)
  • Designing complex functional responsive data tables for commercial transactional banking

Considerations / issues / roadblocks:

  • LBG would acquire off-the-shelf products for their commercial banking product offerings
  • Differing technology platforms behind each LBG commercial banking product offering meant incompatibility in both aesthetic design and functional design and so inherent user experience was not good
  • Poor user experience due to these incompatibilities (which were sometimes insurmountable) resulted in fragmented design solutions

My involvement, exactly:

  • I designed a single-sign-on solution to alleviate the need for customers to have and to remember multiple sign-on credentials for the multiple products and services they have
  • I designed a dashboard that presented information from a customer's commercial banking product set, that also allowed for quick access
  • I designed for complex requirements through a 'minimal', 'partial' and 'full' solution approach to address the various technology restrictions in integrating the disjointed LBG product offerings, as a means of still achieving best-case UX design recommendations to illustrate options to the business
  • In a similar scalable 'minimal', 'partial' and 'full' approach, I designed for simple data tables through to complex functional data management tables