Who are Lloyds Bank?

Lloyds Bank is one of the UK’s leading retail and commercial banks serving millions of customers every day.

What was the project?

Lloyds Bank Smart ID, is a revolutionary Digital ID app, reshaping how individuals verify their age and identity. Built on Yoti's cutting-edge technology, this app allows seamless sharing of specific information, eliminating the need for physical documents or excessive personal data disclosure.

A dedicated team embarked on a transformative journey to design, develop, and launch Lloyds Bank Smart ID, addressing the evolving challenges in identity verification.

How did I help?

As the Senior Service Designer, I spearheaded research and user testing phases, deploying a prototype to validate the new proposition. I meticulously crafted the customer service experience, ensuring seamlessness between Lloyds and Yoti. Collaborating across both organisations, I designed internal communications, enlightening over 60,000 colleagues on the innovative customer offering. Simultaneously, I delved into existing banking journeys, mapping identity-related processes and designing the integration of Smart ID into these pathways.

Navigating internal governance processes and bridging the gap between a corporate giant and a startup demanded effort. Yet, the team triumphed, establishing robust foundations. Proudly, we contributed to launching Lloyds Bank's first non-financial services app, marking a significant milestone in digital innovation.

What was the outcome?

In September 2023, Lloyds Bank Smart ID emerged triumphant, launching on time to revolutionise the digital identity landscape. People over 13 years of age can now explore the future with confidence and access all their identity documents and details on their phone. Backed by the reliability of Lloyds Bank Smart ID, people can prove who they are online and in person.