Featuring:
Phil Bonhard, Head of Experience Design, Homes & Mortgages at Lloyds Banking Group
Show Notes:
Phil Bonhard, head of experience design for homes and mortgages at Lloyds Banking Group, joins us for an inside view into the design team at Lloyds.
We discuss:
- What’s unique about the design team at Lloyds?
- What skills is Lloyds bringing in-house?
- What kind of talent should a design team look for, and what skills will translate into great customer experiences?
- How do you get buy-in from the business to invite exploration and implement the right exploratory research from the beginning?
- Where does the Lloyds team spend the most time — in the solution space or the problem space?
- How can you combat the “cost center” perception of design teams?
- How can you articulate the costs you’ve avoided that can come from poorly designed experiences?
- What is Lloyds’s vision for growing the design practice?
Listen to the full episode to hear more about how experience design is maturing at Lloyds.
See the Forrester report: Research Overview: Design Experiences That Drive Loyalty
See the Forrester report: Establish Your Experience Design Practice
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