The client
Virgin Money is a full-service bank with a heritage spanning over 180 years. They provide market-leading products and services to cater to the diverse needs of their 6.6 million retail and business banking customers. This is accomplished through their cutting-edge technology platform, telephone banking services, and a nationwide network of innovative stores and business banking centres.
The challenge
Virgin Money needed to improve the customer experience across a wide range of digital channels. Recognising this need, they were looking for an agency with specialist expertise in Design Thinking, multi-channel design, and the ability to drive innovation in enterprise technology.
The solution
To address the challenge, we created a diverse range of web, mobile, and AI-based solutions. These solutions were specifically designed to simplify open banking processes, provide user-friendly mortgage calculators, and elevate the overall experience of retail high street banking.
Studio B – a new retail banking proposition
Through our partnership with the Virgin Money Studio B team, we had the opportunity to contribute toward an innovative branch concept called Studio B. This creative, interactive, and community-focused space was designed to revolutionise how customers experience and interact with their banking services.
The core idea behind Studio B is to reimagine the conventional branch setting and establish it as a collaborative environment that promotes learning, where customers can explore the balance between life and finances within a unique space.
Studio B opened in 2017 and incorporated a voice skill that we designed and developed to enhance the customer experience in this innovative branch.
Simplifying mortgage calculators
Our work on Virgin Money’s mortgage calculators demonstrates our expertise in modernising and enhancing the user experience of complex online applications. By simplifying front-end UI and application design, improving usability, and streamlining the process, we made it easier for customers to navigate and make informed decisions.
Delivering quality at speed
To support Virgin Money’s objective of providing new communication channels for their customers, we created a cross-functional Agile team that seamlessly integrated with Virgin’s existing 600+ development team.
Throughout the project, we provided technical architecture, design, development, and testing capabilities to Virgin Money. This enabled them to accelerate their program delivery and meet their ambitious timelines successfully.
Results
What began as a single project has evolved into a strong partnership encompassing planning, design, and technical innovation. We take pride in supporting Virgin Money’s industry-leading approach to banking innovation and commitment to customer excellence.