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The scene

Family Building Society had a dated digital intermediaries site which did not convey their strengths to generate leads, and a set of varied internal systems creating inefficiencies and increased risk.

The intermediaries site was hard to navigate with extensive information duplication, while not communicating the FBS brand or intermediary USPs well enough. Telephone based sales and service operators were using 6 unconnected systems to administer mortgage and savings. Analytics were ineffective.

The story

Appius facilitated stakeholder workshops and a full User-centred design process to develop experiences unique to the FBS offering.

Personalisation was designed to split the experience between new and returning intermediaries, with the site remembering their local FBS BDM contact, recent downloads and 'favourite' products to save them time. UX research sessions were conducted with existing and prospect intermediaries to inform the user experience and in-scope and future features by value, like a new feature to check application turnaround times without having to call in.

We helped design the new FBS Home system informed by UX research with FBS advisors, then 'working closer' to provide UX deliverables and support for the FBS Development and Business Tranformation teams.

The technical transformation

The new intermediaries website was delivered using a best practice Progress Sitefinity implementation with customisations and integrations.

We implemented Progress Sitefinity with full use of product features, applying a modular approach to product and rate information to hugely increase efficiency and reduce risks from incorrect or out of date information. A set of extensions and customisations were added on to Sitefinity to deliver a set of tools on the site and apply personalisation by user activity and document downloads. Site search was applied with new icon based categorisation of results by information type. Our experienced infrastucture team designed a new more robust, scalable and performant infrastructure and deployment model with wrapped with a new Appius SLA.

The new journey

FBS now inform further changes with Appius real time reporting and we are now a full strategic partner for their digital transformation

We have a monthly process of reviewing results based on a real time Google Data Studio based dashboard of key digital channel metrics. This informs the focus on our ongoing digital programme of work. We are delighted to have been asked to define strategy and deliver the FBS consumer website, building on the successes of our work on the Intermediaries site and FBS Home.

The approach includes an exciting level of innovation validated and informed by strategic digital proposition research as well as detailed UX research for the website itself - so watch this space!

Client feedback

Your research and work with our team has been invaluable

Thanks so much for all of your hard work on the FBS Home project. Your UX and design, research with end users and close working with our development, sales and service teams has brought great value to the project.

We are confident that the new solution will work well on all fronts, improve efficiency and help our advisers to deliver even better service to our customers.

Daniel Condon - Business Transformation Manager - Family Building Society

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