Background
While migrating data from an ageing platform to a new system, serious faults developed which caused severe disruption to the entire TSB banking service.
The banking website design and functionality was also significantly impacted. The disruption grew into a highly publicised major incident.
Solution
To mitigate the service disruption, I designed site components as part of a rapid homepage redesign released to serve the urgent need for keeping customers informed of the service disruptions.
I created a new homepage design and a strategy to phase in the redesign. The design resolved previous layout irregularities, reinforce the brand, signify a positive change and bring back customer trust.
Issues with large white spaces and a lack of visual grouping of content. Wireframe illustrating the key content types across the homepage created as a visual form of a content audit.
At the height of the service disruption, homepage only containing status updates, fraud prevention advice and complaints procedure information. In the visual content audit, modules relating to migration incident are shaded in red.
The homepage reclaimed with a new design in a bid to repair the online brand experience.
Modules released in iterative stages during site repair. Service status modules were returned back to secondary level article pages.
The goal of the new design was to fix previous layout irregularities and create clear groups of content. It also helped to reinforce the brand, signify a positive change and develop trust with the new system.