barclays

Barclays Bank

UX LEAD

Transfer of all design knowledge from third party agency, the creation of a design team, implementing design into the existing agile development way of working. The implementation of key features within Pingit, including an overhauled sign up process and integration of lottery tickets, all backed up by in-lab user testing and data analysis.

BACKGROUND

About the project

Barclay’s entry into the digital marketplace had been a resounding success, dethroning First Direct as the market leader in digital banking. They had done this using an agency renowned for digital innovation.

This partnership wasn’t without its problems. Barclays had decided to bring all of their digital design and development in-house to Knutsford to reduce costs and bridge the gap between design and development.

Knutsford didn’t have a design department, and I was brought on board to help create and build the team before permanent staff arrived.

There needed to be no downtime in pushing out new designs to the development team as competitors were knocking at the door to take their customers, as well as looming, huge innovations from Apple and Android.

Working with both the agency and the design department in Barclays, Canary Wharf, I set about a knowledge transfer and bringing the tools and resources up from London.

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Process

Knowledge transfer

Transfer of knowledge from third party agency to understand the project, all research and the currently defined roadmap.

Stage 1

Process definition

Defining the process within Barclays, working with the development team on how the new internal team will work with their current agile process.

Stage 2

Team creation

Building out a strong team of designers ready for the VP's arrival, teaching the Barclays process and understanding each team members strengths and weaknesses.

Stage 3

Research & analysis

Complete understanding of the onboarding process, the pain points, done through analysis of MI data, app store reviews, internal feedback.

Stage 4

Technical analysis

Working with fraud, security, data and technical teams to see what is feasibly under current conditions and within budget and timescales.

Stage 5

Ideation & prototype

Ideation of chosen journey through the onboarding process, with the prototype built-in Axure ready for lab testing.

Stage 6

User testing

User testing, analysis, re-wireframing and prototyping and further user testing based on initial results.

Stage 7

User interface

Barclays global branding applied to wireframes before launch, following strict guidelines and adhering to accessibility principles.

Stage 8

Post-launch analysis & optimisation

Quantitative and qualitative data analysis compared to the previous design to verify the initial hypothesis and validate the new design.

Stage 9

Results that talk

Onboarding

Reduced onboarding screens dramatically, enabling a quick and easy process for new users to sign up to the Pingit service 

 

Acquisition

Improved the app with new features and services increasing the overall app store rating across iOS and Android

Ratings

A reduction across customer support teams and dealers, enabling cost savings to be made and more resources freed up to work on other projects.

Customer support

Enquiries to customer support were down, due to refined user experience and easier to navigate the app.

Features

Key business stakeholders within the business, mainly BA’s and other cross-functional department heads we impressed with the level of output from the team.

Growth

The team grew from strength to strength and started bringing in additional Barclays app growing on from the success of Barclays Pingit

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