Bringing a visual design identity to life for TSB
Foolproof helped TSB to translate their distinctive brand positioning into a front-end reality which delivers their customers the experience they desire.
The challenge
- Helping a leading bank to differentiate themselves in a crowded sector.
- Bringing a distinctive brand positioning to life in visual design, which couples with an intuitive, delightful, and usable customer experience.
Approach
- Immersion into the organisation - including stakeholder interviews complimented by qualitative research with a wide range of customers.
- Sprint based iterative design and development which maintains the integrity of the brand’s visual identity.
- Optimisation of business-critical areas of the site to fine tune the experience further.
A leading UK financial provider.
Design
Our client wanted to maximise the impact of their new brand identity to help them differentiate in a crowded sector. The challenge was to create a distinctive visual style and tone-of-voice whilst providing a simple, intuitive, and usable customer experience across all touchpoints.
The project objectives included: creating a coherent multi-device experience through responsive design; applying TSB’s new brand identity into digital channels; and radically reducing the amount of content – much of which wasn’t adding to the user’s experience.
We followed an evidence-driven design approach gathering insight from the bank’s digital team, customers, and the branding agency, which informed our design process. Early rounds of user research highlighted that people find it difficult to differentiate between banks, and banking products.
We knew that customers had difficulty differentiating the look and feel of banks. Our research gave us insight about why this was, and where we could create distinctive visual elements without damaging usability and user experience.
With the insight we gathered we created a clickable prototype before translating that detail into interaction design for desktop, tablet, and mobile. To complement our visual design and iconography we defined visual design guidelines which help our client to maintain and extend the experience we delivered.
Extending programmes of work
After the completion of the initial project, we were asked to apply our evidence-driven design approach to optimise the performance of twelve business-critical areas of the TSB site.
“The result of Foolproof’s work is a digital experience which places our customers’ needs right at the heart of what we do.”
Our objectives were: to deliver a world-class customer experience across all channels; to make products easier to understand and buy; reduce reliance on telephony; and better communicate the product and service offering of the brand.
We continue to work with TSB’s wider product teams by deploying our design and development expertise.
Activities
Qualitative research, stakeholder interviews, information architecture, iconography, visual design, interaction design, front-end development.
Delivery
Four-week agile sprints.
Get in touch
We'd be very happy to talk through more examples of our work.
Contact Ed Walker, Business Development Director on ed@foolproof.co.uk.
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