We worked with the Bank of England to completely redefine the online experience for their Prudential Regulation Authority (PRA) key tasks and user journeys using a steering group of super users and subject matter experts to feed into our recommendations.
Complete
redesign leads
to 50% efficiency improvements
The problem
User experience and financial services. Two terms that, until recently, were rarely uttered in the same breath. Banks have long had the reputation of delivering online experiences that at best were dry, dusty but ‘dependable’, and worst, alienating and confusing.
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Approach
From the very beginning of our relationship with the PRA team, we worked closely with steering group to iterate designs to ensure our final output was fully optimised and inspiring.
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Our key objectives were to:
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Ensure continuity of customer experience from the quote process through to the customer portal
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Increase the conversion of leads through the quote tool and subsequently to provider sites (which also leads to increased sign ups)
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Explain the benefits of the features that are offered to customers on the results page
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The Prudential Regulation Authority (PRA) is a United Kingdom financial services regulatory body, formed as one of the successors to the Financial Services Authority (FSA). The authority is structured as a limited company wholly owned by the Bank of England and is responsible for the prudential regulation and supervision of banks, building societies, credit unions, insurers and major investment firms. It sets standards and supervises financial institutions at the level of the individual firm
Client
What we did
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Leadership team workshops
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Sketching
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Usability testing
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Digital strategy
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Prototypes and wireframing
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Visual design
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Data analysis
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