By Lorraine Donington, Head of Digital User Experience

Having an online shop window is crucial and a must-have for TSB.  We also know that more and more of our customers are using mobile and tablet devices to do their financial research online.  That’s why we’ve recently completely overhauled www.tsb.co.uk – the TSB main website – to make it easier and better for everyone to use.

What are the main changes?

We believe we should be accessible in whichever way people want to do business with us, whether that’s through our 631-strong branch network, on the phone or on the Internet.

These days, more than 40 per cent of traffic for a typical website now comes via a smart phone or tablet rather than a PC, which is why our new website now works seamlessly whichever way you visit the page.




We’ve also made numerous improvements to the user interface, and ensured that the website now has a modern look, coupled with more features.  For example, we’ve made sure the new branch locator – one of the most popular tools for our customers – can automatically locate your closest branch, give you directions, provide a local rate 0345 phone number and show you the opening times.

These enhancements result in making it easier for people to find the information they need without any of the fuss.

Thank you

I’d like to thank all the customers who gave us so much feedback about our old website, and who took part in our many hours of usability testing for the new one.  Without their help, we would not have been able to create something that makes things easier for customers, as well as reflects the TSB brand.

Further feedback

Our work doesn’t stop here. We will be constantly updating and improving the website to bring customers the things they find helpful. And, as with anything new, it’s really important we hear your thoughts early on so we can improve anything you’re unsure of.  If you have any comments to make – good or bad – let us know at this short five-minute survey http://tsb.ba/SiteFeedback.  Thanks in advance!

Working with Foolproof

Finally, I’d like to say thanks to user experience design company, Foolproof, who’ve worked tirelessly with us and our creative agency, Joint, on the design and usability testing for the new website.  Here are a few words from Peter Ballard, Foolproof’s co-founder:

In designing the digital experience for TSB customers, Foolproof’s challenge was to balance the need to have a site that was visibly different from other banks, whilst at the same time providing a simple, intuitive and very usable customer experience across all devices. 

“What has been created is a website experience that will support the needs of TSB customers and reflect its status as Britain’s challenger bank.”



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