Lloyds Banking Group

Lloyds Banking Group has several tactical labs setup within the Consumer Services Division. The Financial Wellbeing Lab’s purpose is to create tools, technologies and solutions to help their customers before, during and after they find themselves in financial difficulty.

The Colleague Assistance Tool (CAT) was initially designed and used by colleagues during their calls as a notation interface and was only one of the many tools that colleagues had to navigate alongside legacy systems that weren’t aligned, causing a daunting, lengthy and impractical process for the colleague when assisting customers.

As lead designer on this project, we transformed the CAT tool into what the colleagues know today as ‘CAT 2.0’. The new Colleague Assistance Tool is now designed holistically and built to incorporate all their legacy systems into one tool where a colleague can find and capture all customer information – aggregating all the data allowing colleagues to actively listen to their customers and provide better financial solutions helping them become more financially resilient and improve their overall financial wellbeing.

We transformed a tool with a linear process into a tool with a better architecture and user experience to support for future growth of the colleague and customer journey.

February 2020 UI Design Lead, Product Design – Lloyds Banking Group, London