Digitalising Lloyds Bank' business application process

I led the colleague's part of UI design as part of creating the bank's first online business application.

Our challenge in 2015 was to digitize the manual process, thereby enhancing the experience for both customers and colleagues. This involved highlighting key moments of accomplishment and value creation to maintain business continuity. We aligned the user experience with the brand values of 'people-first, inclusivity, and sustainability,' focusing on personal connections with customers while simultaneously saving time and protecting the environment.

Unified application process to all and a colleague software concept

Our findings indicated that by integrating the separate systems for colleagues and customers into a unified digital application process, we significantly expedited the application process for small businesses. This approach also proved beneficial for medium and large businesses, which could use the same application framework while continuing to receive personalised support from their relationship managers.

To enhance our colleagues' confidence and streamline their daily workflow, my team and I developed a task management software concept. Our objective was to enable colleagues to effortlessly navigate through prioritized daily tasks, thereby increasing productivity and efficiency. This not only bolstered their confidence but also afforded them more time to strengthen their relationships with customers.

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Application process time reduced to minutes from months.

Application process time reduced to minutes from months. Digital process enabled small business to send the application completed and get an answer from the bank in minutes. Prior to the digital process a business owned needed to call and book a face-to-face meeting and for larger business customers the colleagues drove around the country collecting signatures. The digitalisation mitigated the possibility of mistakes such as unclear markings in the forms impacting the colleagues rewards as well as time to amend data during the process. While colleagues could feel more confident of completing tasks gracefully, from the environmental perspective, form paper was saved and less miles driven. From motivational perspective, the application process was merged into an easy-to-manage single journey directing the bank, customers and colleagues talk the same language and get instant validation of the application process progressing. Clear and fast process benefits all participants by feeling balanced and easy to manage with less space for nerve-breaking
"The application process time was drastically reduced from months to minutes through digitalization. This enabled small businesses to submit complete applications and receive responses from the bank within minutes. Prior to this, business owners were required to arrange face-to-face meetings, and for larger businesses, colleagues had to travel across the country to collect signatures. Digitalization significantly reduced the likelihood of errors, such as unclear markings on forms, which previously affected colleague rewards and necessitated time-consuming data amendments. Colleagues now complete tasks more confidently and efficiently. Environmentally, this shift saved paper and reduced mileage. From a motivational standpoint, the application process was streamlined into a single, manageable journey. This unified approach allowed the bank, customers, and colleagues to communicate more effectively and obtain immediate feedback on the application's progress. Overall, the clear and swift process benefits all parties involved, providing a balanced and manageable experience with fewer stressful surprises and enhanced capability to address any unexpected issues promptly.