1. DL1: DIGITAL ENGAGEMENT
Plenary 2: Multi-channel Customers
Ashley Machin
Digital Banking Director, Lloyds
Banking Group

2. Digital Banking at
Lloyds Banking Group
Ashley Machin
Digital Director
22nd October 2012

3. “A smart man makes a mistake, learns from it,
and never makes that mistake again. But a wise
man finds a smart man and learns from him how
to avoid the mistake altogether.”
Roy H. Williams

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

6. “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 can't amend direct debits or standing orders on my mobile.
Personally that's the most important thing I use online banking for.”
I would love a Halifax app that
“Anyone can use it, not just isn't 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, it's 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”

7. “We always tend to overestimate the near term
impacts of technology, and underestimate the
long term.”
Adapted from Bill Gates