Posts tagged with Lloyds

Banks set to release money management apps as UX change spurred by Open Banking

While six of the U.K.'s biggest banks have been given until March to adopt Open Banking for most of their customers, the writing is on the wall: large retail banks will be forced to compete differently.

In response, a number of them are gearing up to launch apps that help their customers manage their money.

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Are banking websites in need of an update?

Many banking websites occupy a space on the web that seems resolutely stuck in the recent past.

Most of the popular high street banks don’t operate responsively designed desktop sites, instead choosing a separate mobile site.

Many have homepages that are text heavy, offering a huge array of navigation and product options, but little in the way of persuasive design.

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How 16 retail banks handle social customer service

Last week I conducted an investigation into how 20 top UK retailers handle social customer service. It was a fascinating insight into the world of Twitter customer care and revealed just how a consumer’s experience can vary from brand to brand.

This week I’m turning my attention to retail banking. 

Earlier today I interviewed First Direct’s senior communications manager Amanda Brown and learnt some best practice tips as well as guidance on what to expect from aiming a Twitter enquiry towards a bank.

Will I experience the same level of personality as I did with non-banking retail brands? Will I have to be taken to a more secure channel? Will the banking industry just be too busy to answer my question?

Let’s find out…

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wonga logo

What can high street banks learn from Wonga.com?

Is it any wonder that those in need of a loan (and a fast one) turn to Wonga and not a high street bank? 

One is approachable and colourful and isn’t full of boring text or ambiguous wording, and the other is an institution the public has gradually learned to call the enemy. 

Of course, the two aren’t really comparable. The need to turn to Wonga is often caused by desperation (and being desperate is a reality for lots of people post 2008). And Wonga itself is gradually acquiring a reputation as not exactly a pillar of the community, as many are educated about the realities of interest rates. 

However, despite selling different products, Wonga still has lots to teach the high street banks. More and more customers turn to banking websites before their branches, but the bank websites are often dry and difficult to use (albeit with some very nice mobile app alternatives).

So, to demonstrate how the user experience for some banks compares to Wonga, I’m going to look at the recently re-launched ‘people’s bank’, or TSB. And for a fairer comparison, I’ll look at Lloyds Bank, too.

Chiefly I’ll look at the 'approachability' of the homepage and the copy therein, as totems for the service on offer.

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Lloyd's of London's Lucy Dawson on B2B and social media

Lucy Dawson is Digital Content Executive at Lloyd's of London, where she has led the 300-year-old insurance market's first forays into social media.

In her three years at Lloyd's she has driven forward several high profile digital projects -- including the launch of their current website and Lloyd's Facebook Timeline. 

Here, Lucy talks about her upcoming presentation at our FUNNEL B2B event, in which she looks at combining social media and content to develop longer lasting relationships. 

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The great specialist vs. network agency debate

Every three years or so, advertisers decide to put all their media and marketing into a single agency network. Three years later, once they’ve seen their performance in the different marketing channels eroded, they head once more for the specialists.

It has been going on since the 80s, and it would be nice to see the cycle broken...

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