Permanent TSB

Ground breaking UX

Retail banking is a highly competitive sector and banks must continue to strive to deliver an outstanding experience across all situations and contexts – online and offline.

The challenge

Permanent TSB provided excellent support to 1.1 million customers through their 75 high street branches and they wanted to make sure that they provided at least that level of service and experience online.

Our challenge was to create a website that represented the voice of the customer and people throughout the organisation. So that customers experienced the same level of service online that they received when in their branches.

Permanent TSB website image

The solution

Our internal teams worked collaboratively to provide the user–focused research, design, testing and best–in–class technology provision needed to create a new website which would better meet the changing needs of their current and prospective customers.

Significant customer, employee, stakeholder and sector research to make sure that the new design was equipped to meet all of the needs of customers. The primary objective of the research was to document and reflect the customer’s voice in the planning and design of the new site.

The experience

By researching thoroughly into Permanent TSB’s customers, we were able to create an easy to use and user friendly website. That translated into a revolutionary UX for a Irish Retail banking website.

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banking research example


76% Increase in primary interactions
101% Increase in current account leads
49% Increase in loan appointments
133% Increase in primary interactions
2134% Increase in primary interactions
Permanent TSB website image