Lloyds Banking Group
The Colleague Assistant tool
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
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From
an MVP with a rigid architecture and linear user flow
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To
a scalable framework that supports a fluid journey
Design System
Quotes
“Annari is a brilliant designer that helped our project land as well as it could have in a complex and ever-changing bank environment. She worked seamlessly with software developers, copywriters and many more stakeholders in a truly agile environment. Her attention to detail and ability to understand the business need meant that her designs consistently hit the nail on the head from the outset. Annari was also flexible enough when needed to amend her designs according to changing business requirements. She was a complete asset to the team and a fantastic team member.”
Michael Bocking | Lead Business Analyst @ Lloyds Banking Group
“Annari is an incredible designer. I enjoyed every day for almost 2 years having her in the team. She is not just creating pixel-perfect visual designs, her motivation expands all the way in keeping the design system in good shape. A great addition to her crafting skills is her understanding of user experience. Definitely highly recommended, definitely want to work with her again.”
“Annari is a brilliant designer, her understanding of interaction design and user experience in addition to her visual skills make her one of the best. She has the ability to translate design research and insights into the right user flows and interactions and she is super fast iterating over ideas and creating pixel perfect designs. All these combined with her leadership skills make her a great asset for any team.”
Juan Mediavilla | Senior Service Design Manager @ Lloyds Banking Group
“It’s a pleasure working with Annari within an agile team. Annari demonstrate strong human centre design principles and develops solid design concepts that considers the needs of a range of individuals. Annari is key when challenging design concepts to ensure they are accessible too.”
“Super talented, super creative. Annari produces top drawer work and is absolute joy to have in the team. She would be my 1st pick designer every time. Also happens to be one of the planets loveliest humans too. Highly recommended.”
“Annari is an incredible person to work with. Not only is she a very talented and astute designer, but she also has her eye on research insights and considers business implications of the products she works on as well. She's an excellent team player and leads with confidence in her area of expertise. I'd love the chance to work with Annari again and would recommend her for any team that wants beautiful, intelligent design and a dream collaborator.”
“Annari is a highly creative individual she has huge passion for understanding customer needs and creating an experience which encourages the wow factor.
Her wealth of experiences allow for a creation of seamless experiences to sometimes complex problems. Annari brings a strong approach to evidence based thinking through customer testing and research.
She has always offered a fresh perspective and has been an enabler for healthy team discussions, resulting in a better product.
It’s a pleasure to work with Annari her commitment and energy are hard to come by she adds tremendous value.”
“Annari is an exceptional creative lead who truly understands and cares about her audience. It is rare to come across someone who approaches complex requirements and challenging circumstances with such passion, dedication and effortless elegance. Her concepts are always fresh and daring, her designs clear, memorable and considered - delivered with precision and speed.
On a personal note, working with Annari way such a joy! Her energy and focus towards all the projects she was involved with has received top marks from all project leaders. I would recommend her to any organization, and I have no doubt she will always stand out as a brilliant thinker and practitioner.”
Lucie Lavickova | Head of Visual Design @ Lloyds Banking Group