Client

Teachers Mutual Bank

Timeline

Sep 2013 - Feb 2014

Role

UX lead

Overview

Teachers Mutual Bank's focus was to increase new member applications and uptake of loan products in their online channel.

My role was to:

• Clarify business objectives to maximise design’s return on effort

• Plan and manage design effort to meet the agreed objectives

• Conduct research to understand new teacher’s needs

• Create new IA, public website and product form wireframes

• Manage stakeholder engagement and executive sign offs

Discovery

I interviewed students, new teachers, temps, perms and bank staff to ensure the team understood the tasks, attitudes and contexts of each. I presented findings as experience maps showing what people need and expect at each stage as they research and apply online.

Design

I worked with product owners, developers, front line staff, marketing, compliance and legal teams to redesign all the public website’s pages and forms for a simple, clear path to join and apply for products.

The UX, visual design and dev teams built a responsive component library for page templates and application forms. We simplified the site’s IA, surfacing relevant content and features within each page and created UI patterns for different scenarios, keeping complexity, costs and timescales down. Once endorsed, I prototyped flows and tested with users in branch and off site before launch.

Outcome

60%

Increase in new member applications

75%

Increase in home loan applications

200%

Credit card applications doubled after launch