Portfolio Details
web application
A leading UK retail and commercial bank, serving millions of customers with in-branch, digital, and mobile banking services.
To upgrade the PBS interface by:Redesigning all key workflows (cash deposit, deposit, withdrawal, BGC) using the UK Government Digital Service (GDS) design system.
Ensuring accessibility (WCAG 2.1 AA), task-based flows, and responsive UI elements.
Creating a consistent, simplified, and user-friendly experience that reduces friction and improves branch-level efficiency.
Lloyds Bank’s "PBS system" was a cornerstone of branch operations, but its age presented significant challenges:
Outdated UI: Complex, non-intuitive interface leading to high cognitive load, increased training time, and higher error rates for branch colleagues.
Manual Processes: Dependent on manual checks, paper-based, and cumbersome multi-system navigation for even routine transactions.
Inconsistent Customer Experience: Varied service quality due to system limitations and colleague effort to navigate complexities.
Lack of Proactive Support: Colleagues relied on inefficient knowledge bases and peer support, lacking real-time, context-aware assistance.
Scalability Issues: Difficulty in adapting the old system to new regulations, products, or customer demands.
Stakeholder Interviews: Engaged with branch managers, frontline colleagues, operations, IT, security, legal & compliance, and AI/Data Science teams.
Contextual Inquiry/Ethnography: Spent significant time observing colleagues in various branch settings, understanding their daily tasks, pain points, workarounds, and unspoken needs related to cash handling and other transactions.
Existing System Audit: Comprehensive review of the current PBS system’s functionalities, workflows, and technical limitations.
Competitive Analysis: Examined how other leading banks (both traditional and challenger) handled similar in-branch processes and their adoption of technology.
Based on extensive research, a primary persona was developed to represent the target user of the new PBS system.
- Clean LLOYD BANK Branding (green & White, gray theme) - Process customer transactions quickly and accurately. - Provide personalized and helpful advice to customers.
- Clean LLOYD BANK Branding (green & White, gray theme) - Process customer transactions quickly and accurately. - Provide personalized and helpful advice to customers. - Minimise customer wait times and branch queues
Key Features
- Real-time Data Visualization
- User Role Management
- Secure Authentication
- Customizable Dashboards
- Data Export Options
- Multi-device Support