Meet Tesco Bank

Tesco Bank is dedicated to enhancing the financial lives of 1.5 million households, offering a range of products and services accessible via its mobile app. With features that allow customers to securely check account balances, manage finances on the go, and round up payments on purchases, the app is integral to the daily lives of its users. However, with increasing competition, Tesco Bank recognised the need to revitalise its mobile experience to maintain its position as a market leader and to better serve its customers.

 
"Taking the time to understand our customers and collaborating with our team they have helped shape the vision for our mobile app and aligned all our teams to deliver upon it."

Catherine Richards

Head of Design

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The brief

Tesco Bank’s new ‘Smarter Money Helps’ strategy aimed to position its mobile app as a central hub for customers, making it the prime destination for managing their financial services within the Tesco ecosystem. To achieve this, Tesco Bank needed a bold new vision for the app—one that would attract new customers and deepen engagement with existing ones. CreateFuture was tasked with delivering this vision, ensuring the app would not only meet current needs but also evolve with the bank’s future aspirations.

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The challenge

The competitive landscape of mobile banking demanded an innovative and user-centred approach. Tesco Bank required a mobile app that could seamlessly integrate its diverse financial products while providing a superior customer experience. The challenge was to design a solution that would unify previously siloed product roadmaps, align with the bank’s broader strategy, and deliver measurable success. Additionally, the solution needed to resonate with Tesco Bank’s diverse customer base, providing them with intuitive, efficient tools to manage their finances.

 
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The solution

Collaboration

To bring Tesco Bank’s vision to life, CreateFuture assembled a multidisciplinary team of designers, researchers, and product experts. Over a 12-week period, this core team worked closely with Tesco Bank, engaging in a highly collaborative process that involved gathering insights from both customers and internal stakeholders. This collaborative approach ensured that the app was designed with a deep understanding of customer needs and aligned with the bank’s strategic goals.

Insight

Our product team asked critical questions to define the project’s strategic direction. By conducting field research and gathering insights from Tesco Bank’s stakeholders, we were able to identify key customer needs and pain points. These insights were crucial in shaping the app’s design and functionality, ensuring that it would meet the needs of today’s users while being adaptable for future growth.

Strategy

Following an extensive discovery phase, we developed a comprehensive product roadmap and strategy. This roadmap enabled Tesco Bank to unify previously siloed product developments into a cohesive plan, maximising the impact of the new app. We also provided detailed information architecture and technical feasibility assessments, helping Tesco Bank visualise the app’s evolution over time and ensuring that it could scale effectively.

Measurement

To drive ongoing innovation and ensure the app’s success post-launch, we established a North Star Metric for Tesco Bank. This key performance indicator served as a single source of truth, allowing the bank to measure whether the app was meeting customer needs and driving engagement. By leveraging data from across Tesco Bank’s ecosystem, this metric became vital in guiding continuous improvements and ensuring the app’s long-term success.

Principles

To further support Tesco Bank in understanding and articulating customer experiences, our product and design teams developed a unique card game based on ‘experience principles’. These short, impactful statements provided a clear framework for understanding customer needs and helped Tesco Bank’s teams to communicate these insights effectively across the organisation, particularly among product and design specialists.

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The outcome

CreateFuture successfully supported Tesco Bank in reimagining a more customer-focused mobile app that not only meets the current needs of its users but is also strategically positioned for future growth. The product roadmap we delivered has become a cornerstone of Tesco Bank’s mobile strategy, and the tools and approaches we provided have empowered the bank to better understand and articulate customer experiences across its teams.

 

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