DL1: DIGITAL ENGAGEMENTPlenary 2: Multi-channel CustomersAshley MachinDigital Banking Director, LloydsBanking Group
Digital Banking atLloyds Banking GroupAshley MachinDigital Director22nd October 2012
“A smart man makes a mistake, learns from it,and never makes that mistake again. But a wiseman finds a smart man and learn...
• A six year journey from  Shaftesbury Avenue…  to Shaftesbury Avenue• A team of 25 to a team  of c.1000• A customer base ...
“It’s simple and straightforward, easy to use which is good      because people get confused with banking sites”          ...
“We always tend to overestimate the near termimpacts of technology, and underestimate thelong term.”                      ...
Dl1 digital engagement ashley machin
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Dl1 digital engagement ashley machin

  1. 1. DL1: DIGITAL ENGAGEMENTPlenary 2: Multi-channel CustomersAshley MachinDigital Banking Director, LloydsBanking Group
  2. 2. Digital Banking atLloyds Banking GroupAshley MachinDigital Director22nd October 2012
  3. 3. “A smart man makes a mistake, learns from it,and never makes that mistake again. But a wiseman finds a smart man and learns from him howto avoid the mistake altogether.” Roy H. Williams
  4. 4. • A six year journey from Shaftesbury Avenue… to Shaftesbury Avenue• A team of 25 to a team of c.1000• A customer base of c.4m to over 9.3m
  5. 5. “It’s simple and straightforward, easy to use which is good because people get confused with banking sites” “Easy to use, sensible, I really like the layout” “I cant amend direct debits or standing orders on my mobile.Personally thats the most important thing I use online banking for.” I would love a Halifax app that “Anyone can use it, not just isnt just a link to the website! people who are technical savvy” “I like the amount of information it gives “It’s not only for new customers, its you and how it for existing customers too” breaks it down” “I want to have all my investment accounts visible on the site “ “Very easy to navigate. “When you look at a “It’s obvious where I am because It’s a doddle. There’s so monthly credit card it’s highlighted the tabs” many ways to get to the spend summarytotal” it does not give you a “It’s very very user same thing” friendly, not too busy”
  6. 6. “We always tend to overestimate the near termimpacts of technology, and underestimate thelong term.” Adapted from Bill Gates

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