Challenge

RBS had recently purchased the Worldpay card processing company, along with several smaller operators to build a strong presence in this market.

The current website lacked the coherence required to the customers through this multiple offering and so the bank wanted to re-brand the service and website to become the leading operator in this sector.

This also gave the team a chance to overhaul the customer journeys and conversion process to become a fully online operation, which would allow prospective customers to apply for their products via the website.

Solution

After a fast-track immersion into their business, we conducted a series of workshops to help the team to build a solid idea of how the products, brand and direct website would fit within the overall offer.

• We worked very closely with the team to define their digital strategy, their customer segments and conversion processes.
• We built Personas and developed a Conversion Roadmap, along with content wireframes before starting the design work
• We took control of their analytics systems, defining what to track and how to do it
• We elevated their brand in this sector, building engagement with the target audience

Results

The success of the site was immediate.

• From day 1 after we launched, the conversion rate was 265% higher than before.
• After 3 months of tweaking and testing various elements, the site was converting over 500% better!
• Our success was such that word quickly spread through other parts of business banking and they have fast-tracked us on to their roster