Senior UX Consultant June 2017 – July 2019
One of Lloyds Banking Group’s key strategic priorities is to make it simpler and more efficient for our customers to do business with us. The Group is investing significantly in a Customer Journey Transformation programme which prioritises key journeys our customers take with us and redesigning them end to end to significantly improve their experience. Our transformation work will ensure our customers can interact with us anytime, anywhere and through the channels they choose.
Lending securities
My first role was to deliver functionality around securities within the lending stream. Requirements were derived from a series of stakeholder workshops, used to thaw out and re-model existing processes. This was then focussed on best practice to deliver the final wireframe output
Customer onboarding
My role then shifted to Lead UX in the Onboarding team managing the transition of the digital online journey into branch; extending its reach to include the SME business segment. Beginning with a journey mapping exercise to detail out the variation of user flow created by channel and accreditation: travelling to interview the teams responsible for account creation and capturing detail. Feedback was used to shape service maps, prototypes and drive scripted user-based test sessions. Validating ideas while making recommendations for final development. Readability assessments were included to focus clarity of the content.
Measurable Improvements from my work on the Customer Onboarding Team
- Colleague engagement consistently the highest in the group
- NPS increase from -80 to +50
- RFT increased from 50% to 96%
- Reduced 9,000 onboarding case backlog to 200 with a 2 day SLA
- Reduced complaints from over 80 a day to negligible levels
- Agile transformation of the customer experience, reducing account opening times from 28 days to an average of 7 days
Asset Finance Broker Portal
My final task at LBG was to work on a greenfield project to develop an Asset Finance Broker Portal. The intention was to build a system that would give applicants full visibility of proposals through the system. Previously, this paper-based process was entirely managed by telephone. Working collaboratively with the Glasgow team to detail out the task flow, building maps to echo back and suggest systematic improvements. This then translated into prototypes to focus discussions and pitch technical opportunities back to the business.
“I had the privilege to work with Paul on multiple projects and I couldn’t recommend him highly enough. Paul’s a design mastermind and generalist with the ability to lead and deliver complex design projects with outstanding results. Given Paul’s diverse design skillset and experience, his solutions are very thoroughly thought through and solve the right problem in the right way. I’ve joked with him many times how it seems he’s seen all design problems in the world already given his straightforward approach, clear vision, virtually infinite number of ideas and always spot-on deliverables. Paul’s an excellent communicator, confident presenter and mentor with a great and fun personality. I’m fully confident that – with Paul – your design project(s) will be in very safe hands.“
Balazs Michnay Freelance Senior UX Consultant & Creative Technologist Founder of Hello Coding (hellocoding.co.uk)