RBS

Transforming the way business is done with a digital sales toolkit

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.

Implementation

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

98%

uptake in week. Received great feedback from staff and customers

Shortlist

for the international B2B awards, under the Best Internal Audience App