Leading financial services brands and their customers through digital change

Locations

ORM is…An award-winning digital agency composed of thinkers, creators and innovators. 

We lead brands through digital change to confidently face the future.

Using data and insight to inform our thinking, we architect strategies, platforms and applications across owned media.

We enable our clients to take advantage of tomorrow, while generating meaningful value for them today.

• Part of Howard Hunt Group

• Group revenue £75m+

• Group employees 450+

• Established and profitable

Our services Our group

Some facts Clients

• Strategy and insight

• Experience design

• Content strategy and delivery

• Technology and development

• Client Services

ORM

• Head Office: London Bridge, London

• Project Office: Kings Cross, London

• Development Team: Wroclaw, Poland

GROUP

• Head Office: Dartford, Kent

• US Office: Boston, USA

• Europe Office: Madrid, Spain

• Based in London with 70 staff

• Adobe and Sitecore partner

• RAR Mobile Agency of the Year 2014

• Top 25 UK Agency - Drum Financial Report 2015

• Best FTSE 100 Website award in 2014 for RBS.com

• ISO9001 and ISO27001 accredited

Some facts Clients Locations

Strategy & Insight • Business planning and digital roadmap development

• Financial modelling and business case definition

• Stakeholder and audience needs analysis

• Competitor landscaping

• Digitally-driven product/service innovation

• Market trends, future gazing, sizing and modelling

• Data analysis, measurement and performance

• Conversion Rate Optimisation

• Workshop facilitation

• Strategic digital consultancy

Experience design • Audience research

• Information architecture

• User experience design

• Interaction design

• Visual design

• Service design

• Prototyping

• Usability testing

• Digital guidelines

Our Services…

Technology & Development • Technical architecture scoping and design

• CMS selection and implementation

• Web platforms and API integration

• Mobile application design and build

• Quality assurance and testing

• Cloud and dedicated hosting

• Ongoing website maintenance and support

Client services • Strategic account planning

• Account management

• Project management and resourcing

• Campaign coordination

• Brand and content QA

• Stakeholder management

Content • Concepting and creative

• Tone of voice definition

• Content calendars

• Content optimisation and SEO

• Personalisation strategy

• Editorial styling, guides and training

• CMS training

• Copywriting

Powerful partnerships

Content Management

Analytics

Hosting

Service layers Video Mobile

Financial Services Expertise

Digital business transformation

Aviva Investors• Site relaunch, digital strategy and development roadmap,

content strategy, training, two full-time project teams

• UX redesign of the AI website across 15 global territories to improve brand engagement and content journeys

• User-research conducted across 9 group workshops and 25 interviews, engaging 75 individuals from 3 audiences

• UX optimisation of the fund centre via prototyping, live click-stream analysis and interviews

• Introduced outcome-oriented product display and optimised fund data visualisation

• 24 month digital roadmap for serving individuals, intermediaries and institutions, tracked back to business growth objectives, supported by ongoing KPI analysis

“I wanted to express my sincere thanks for all the brilliant work and commitment to date and for your

help in making our brand launch such a success this week. I'm delighted with progress

so far and that we have chosen such an excellent partner in ORM. Please pass on my

thanks to the wider team.”

- Isla MacKenzie, Global Head of Marketing, Aviva Investors

“The new website is fabulous - what an improvement!”

- Euan Munro, CEO, Aviva Investors

Lead digital agency

Retained as the strategic digital agency responsible for UX design and technology and the current and future state of RBS.com

Projects include:

• 25 person audience research for group website

• Website re-design of rbs.com

• 40 person audience research for Corporate International Markets site

RBS: Homepage redesign

80%increase in

tablet traffic

58%improvement in bounce rate

263%increase in

mobile dwell time

171%increase in

mobile traffic

RBS: Homepage UX optimisationAfter the site redesign, to further improve engagement and goal completion across key journeys from the homepage by optimising the UX and content in-line with data and behavioural analysis.

Results, 2014-15 homepage optimisation

+48%Goals

completed

+25%Goal

completion rate

+19%Pageviews

+18%Sessions

“Few agencies place the user at the heart of everything they produce, as ORM do. Their mobile responsive redesign of RBS.com

saw a 171% increase in mobile visitors in its first month: one reason why we’ve retained them to

support us strategically.” - Gregory Thorpe, Head of Brand, RBS

Digital strategy agency

• Defining a new adviser experience

• Global homepage redesign

• Content overhaul

• UX, design and front-end development

• Stakeholder interviews

• Research and consultancy

Global strategy and design

Wider digital expertise

Digital business transformation

First Great WesternDigital business transformation: from transactions to long term valuable customer relationships • 5 year digital strategy with a 141:1 ROI, £30million+ turnover

uplift

• Digital retail strategy, business strategy and consultancy

• Website and mobile design and build across all touch points

• Audience research, 70+ users, 30+ business stakeholders

• Customer Experience mapping

• BAU and ongoing website support, ATL campaign to digital campaign execution

• Technical consultancy and solution design

• Digital innovation: smartwatches, wearable tech and more

Industry leading disruption information solutionPIDD is the first travel hub for passengers’ mobiles which combines industry feeds to give passengers unprecedented access to real-time train schedules and running data, live departure boards and re-routing information.

“All the hard work has paid off big time. These are extreme results. Far better

than what I was expecting. It is simply Amazing. Can't thank you guys enough

for making this such a success.”

— Jason Ali, Head of Digital, First

Great Western

Results

• 355% increase in users compared to the old ‘travel-advice’ section

• 242% increase in travel operational page views

• 64% are viewing travel-updates from mobile devices

• 58% are coming from external sites

• 50% of users open a ‘carousel’ to reveal more details on their journey

ORM designed a new booking-flow which was tested via a prototype and against the live site. Completion rates of each stage of ticket-booking improved by an average of 20% against the live version.

Service design

“I can honestly say that ORM are the best agency I’ve ever worked with. They take time to

understand my goals and requirements and go ahead and deliver on time, every time.”

- Jason Ali, Head of Digital, First Great Western

Lead digital agency

Design strategyMobile app, desktop website and mobile website user experience & design

Retail StrategyA vision for our future

August 2014

Apple Watch App ORM designed and built National Rail Enquiries’ Apple Watch application, the first wearable in the rail industry.

Apple Watch App

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Lead mobile agency

Spirit have over 800 pub and restaurants within their 7 pub brand. Having recently re-platformed with a new ePoS system and marketing automation software they needed to consider the impact of UX and what it means to their business.

The UX strategy was used to educate the board and key stakeholders about audience needs and market trends, while benchmarking their brands against competitors.

Group wide UX strategy with recommendations and roadmap of tactical deliveries for branded applications.

Spirit Pub Group

• Fayre and Square saw an 36% increase in meals sold in the pubs which received the personalised offers against control test pubs

• Fayre and Square saw 31% increase in spend per transaction

• There are over 10,000,000 different variants in marketing campaign content due to personalised offers

• Guest Data, CRM, Loyalty and Digital Presence are now a key feature of the overall business objectives and board discussions

• Total ROI increase of Spirit’s investment to truly omni-channel, data-driven marketing strategy equalled 211% in the first year

• Spirit have identified the Fayre and Square guest ‘Lifetime Value’ scores improve 607% per individual when the guest is engaged via multiple channels and touch-points (i.e. the guest is an active mobile app user, who opens emails, books online and redeems offers)

The Results

"We’re extremely proud of our Reward App, because it takes the technology one step further than traditional loyalty apps, by using the data

collected when guests are dining with us and applying it to provide personalised promotions.”

– Kenny Skelton, Digital, Insight and Brand Director for Spirit

Thank youMichael Walker, Senior Business Development Manager, ORM

michael.walker@ormlondon.com

ormlondon.com@ormlondon