The project

2016 - 2018

Working as part of the Statements team which services the Lloyds Bank, Halifax and Bank of Scotland websites, I was the Lead UX for over two years, bringing in a wide variety of new content and BAU updates. This was on all platforms and for multiple brands, keeping the experience consistent for users when they interact with their transaction history.

Customers included both retail customers, business customers.

Challenges of this project included ensuring that updates did not disturb cautious customers familiar with the existing features, and dealing with a very busy page full of content belonging to many stakeholders.

Features added

Some key features that were added or updated along the way:

  • Calendar month view

    • This allows users to see a specific month’s worth of transactions, including totals in and out, instead of just a long list of transactions over time. This feature, when shown to customers for the first time, was so intuitive that they often thought and said it had always been there.

  • Updated search function

    • The previous version of search was often either not seen, or caused users significant confusion about its usability. The new version is far more discoverable, uses predictive text and is considered much faster and easier to use. It also gives users easy filtering options, and subtotals so that they can easily see how much they spent at a specific retailer in a given time period, eg at a coffee shop or supermarket.

  • PDF downloads

    • A long-requested feature, we implemented a PDF statement download option for users, which significantly reduced in-branch requests for printed statements.

  • Transaction details

    • Customers can now tap or click on individual transactions (including pending ones in app) to see more information about the transaction. This is greatly appreciated by users.

  • Transaction location maps

    • For debit card transactions used at the point of sale, we implemented a map function in transaction details. This has led to customers better recognising their transactions, and a marked reduction in helpline phone calls.

  • Declined transactions

    • In branch, LBG staff can now more easily answer questions about why transactions were declined because a new table shows them all the information about the transactions in a single place. Previously, they needed to access this information it from 3 separate systems.

  • View upcoming transactions

    • Customers often mentioned wanting more visibility of planned outgoing transactions. We designed and implemented a view of upcoming transactions including Direct Debits, Standing Orders, and future dated payments. This is combined with a subtotal showing how much is likely to go out of the account by a given date. This feature in particular generated a lot of delight in customers.