An award-winning investment service, Hargreaves Lansdown is a market leader through its high-quality products and customer service. However their mobile app was a little long in the tooth, hindering them from delivering the excellent experience their customers have to come to expect, on mobile.
Rethinking the strategy to become market leader in mobile
The existing mobile application already delivered useful features, but we knew we could do even more to address user needs. With Hargreaves Lansdown we reframed the problem to firstly understand their customers, and then design a more customer-centric experience.
A customer centred discovery and design
We knew customers needed to be at the centre of developing any new experience, which meant taking a step back to understand how customers were interacting with the current offering, and what they wanted a new service to do for them - how they wanted it to fit into their lives.
As customer centric as everyone likes to be, it's equally important to be client centric - so we worked equally closely with teams and stakeholders from Hargreaves Lansdown to understand their objectives and ambition. This enabled us to develop a roadmap to deliver an MVP which would create value for both our client and their customers.
A transformed solution and delivery approach
We made it radically simpler to get the important things done. Live share prices provide up-to-date information, and biometric login enables quick portfolio access, to enable total wealth control on-the-go.
With our support, Hargreaves Lansdown moved to adopting a truly agile iterative approach to development. This has enabled us to deliver continuous improvement and enhancement, centred around user needs and business objectives. We continue to utilise user testing to refine direction and scope of the backlog as we develop the application further.