DL1: DIGITAL ENGAGEMENTPlenary 2: Multi-channel Customers

Ashley MachinDigital Banking Director, Lloyds Banking Group

Digital Banking at Lloyds Banking Group Ashley MachinDigital Director

22nd October 2012

Roy H. WilliamsRoy H. Williams

““A smart man makes a mistake, learns from it, A smart man makes a mistake, learns from it, and never makes that mistake again. But a wise and never makes that mistake again. But a wise man finds a smart man and learns from him how man finds a smart man and learns from him how to avoid the mistake altogether.to avoid the mistake altogether.””

• A six year journey from A six year journey from Shaftesbury Avenue… Shaftesbury Avenue… to Shaftesbury Avenueto Shaftesbury Avenue

• A team of 25 to a team A team of 25 to a team of c.1000of c.1000

• A customer base of c.4m A customer base of c.4m to over 9.3mto over 9.3m

““It’s simple and straightforward, easy to use which is good It’s simple and straightforward, easy to use which is good because people get confused with banking sites”because people get confused with banking sites” ““Easy to use, Easy to use,

sensible, I really sensible, I really like the layout”like the layout”

““It’s not only for new customers, it's It’s not only for new customers, it's for existing customers toofor existing customers too””

““I like the amount of I like the amount of information it gives information it gives

you and how it you and how it breaks it downbreaks it down””

““It’s obvious where I am because It’s obvious where I am because it’s highlighted the tabs”it’s highlighted the tabs”

““Anyone can use it, not just Anyone can use it, not just people who are technical savvy”people who are technical savvy”

““Very easy to navigate. Very easy to navigate. It’s a doddle. There’s so It’s a doddle. There’s so many ways to get to the many ways to get to the

same thing”same thing” ““It’s very very user It’s very very user friendly, not too busy”friendly, not too busy”

““I can't amend direct debits or standing orders on my mobile. I can't amend direct debits or standing orders on my mobile. Personally that's the most important thing I use online banking for.Personally that's the most important thing I use online banking for.””

““I want to have all my investment accounts visible on the site I want to have all my investment accounts visible on the site ““

““When you look at a When you look at a monthly credit card monthly credit card

spend summary it does spend summary it does not give you a totalnot give you a total””

I would love a Halifax app that isn't just a link to the website!

I would love a Halifax app that isn't just a link to the website!

Adapted from Bill GatesAdapted from Bill Gates

““We always tend to overestimate the near term We always tend to overestimate the near term impacts of technology, and underestimate the impacts of technology, and underestimate the long term.long term.””