Immersion & Discovery
Stakeholders workshops to understand RBS’s vision and new brand positioning, followed by a series of customer interviews. This ensured that we understood both business and customer requirements.
A key objective was to make ‘Origination’ meetings more engaging between Relationship Managers and customers.
A better first impression of RBS was needed.
Create a solution in line with new brand positioning and customer centricity initiatives.
Make it easier for Relationship Managers to sell a suite of products with an interactive sales tool rather than brochures.
Analysis & Design
The app needed to feel like a propitiatory RBS tool, but also had to be scaleable and re-purposed.
Intuitive and easy to use for both technical and non technical users.
Important for the app to impress customers/prospects.
Larger flexibility of customisation with a intuitive user experience for both Relationship Managers and customers.
Early on, we created a number of interactive prototypes and visual designs to show how the new application style should be applied to key user journeys and interactions.
Phase 1: A pilot launch of the app with up to 60 ‘ambassadors’
We ran numerous rounds of usability testing with end users throughout the design process, iterating our proposed designs as we went on
Phase 2: Launch across the business
Enhanced employee engagement throughout
We produced a comprehensive style guide that detailed the visual and interaction design processes