Lloyds Banking Group

Agile Development

An energised, determinedly fluid approach to validating and co-creating new banking propositions

Online banking has become increasingly central in peoples’ lives and, in the name of driving both customer retention and engagement, digital innovation is a key strategy for all retail banks. Lloyds called upon Crowd DNA to help with their development of a range of trailblazing new concepts. It was fast paced. It was intense. It was highly revealing.

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With workshops the favoured method (coupled with intensive remote work with participants in advance of these), we delivered on the required agile approach to research, validating customer needs and exploring the readiness for genuinely ground-breaking, highly personalised innovation within the retail banking sector.

Strengths of the approach included a project design which ensured we resolutely avoided slowing down the client-side passion for fast paced development; getting the client and the public co-creating together in a positive manner, regardless of the complexity of product concepts being explored; highly accurate recruitment to ensure representation of key customer typologies; a strong partnership mentality between ourselves and our client, ensuring a suitably iterative approach to the work.

  • Narrated Galleries

    We love films, but narrated galleries – fusing showreels of still images and audio of participant commentary – creates outputs that allow for high levels of reflection and audience empathy. Ideal for user experience work, in other words

  • Crowd Communities

    We’ve a wealth of experience at setting up and managing communities for clients, with learnings on how best to engage audiences and a full box of tricks for maximising what we get out of the work – including geo tagging, streaming in social media data and a mobile optimised platform

  • Pinterest

    We’ve used Pinterest to really good effect on a number of projects recently, helping us to explore differences and commonalities among different typologies in areas such as fashion and style, home, holidays and entertainment. Engagement levels with participants always rank high, and clients love the vividness and clarity of the findings.

  • Citizen Journalism

    Citizen journalism works on the principle of making reporters of our participants, briefing them to capture what’s happening in the lives of their friends and family via video dispatches and blogging. It gets us places where we can’t otherwise get. It bypasses the bias of having a researcher in attendance. People are often more accurate reporters on those around them than on themselves, so that’s another bias circumnavigated.

  • Network Audits

    If you want to really understand how people interact with those around them, it’s logical to research interconnected groups of friends, family and work colleagues. First developed as part of our award winning word of mouth research for Guardian News & Media, and since then refined and reconfigured across a range of global projects, our network audit approach helps us understand who’s influencing who as authentically as possible.