Delivering new digital applications with a UK wide Building Society
Digital delivery
The Project
Working with a UK wide Building Society who have over 16 million members and more than 125 years of history. The Building Society wanted to undertake a major Digital Transformation to improve the customer experience of applying for a new Account, Credit Card or Loan, and to reduce the drop-out rate on their current tools. However they did not have the capabilities in-house to manage such a large programme of work.
Our Approach
We worked with the client to understand their current application landscape and work out what the high value and high priority changes were. We then produced a two year roadmap with a series of smaller projects, each with a high-level delivery plan, resource estimate and a list dependencies.
We managed this programme of work for the next 2 years, bringing in our own experienced design and development teams to work alongside client teams and incumbent supplier teams. We fostered a culture of openness and collaboration between all stakeholders, driving all teams towards meeting the agreed timelines whilst not sacrificing on quality.
We set up a Design Authority, embedding our own experienced people alongside the client’s lead architects and designers and empowering them to make rapid decisions on Infrastructure, Design and Security questions. This was vital to keeping the project moving forward at the required pace.
We worked closely with the programme sponsors, giving honest updates and not shying away from difficult conversations when they were required.
The Results
Our Roadmap and Schedule provided a clear plan of action for the Building Society and gave them the confidence to move forward with the programme of work. Our expertise, methodologies and culture made the delivery a success, completing all of the projects within the agreed timeline.
Ultimately this led to a much improved user experience, significantly lower rate of abandonment for new applications and a growth in the number of Society members.