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Case Study

Lloyds Banking Group streamlines workflows on Pega 8.5 with Theme Cosmos

  • Needed to automate business processes in the Fraud and Dispute (F&D) area
  • Drastically improved ease-of-use and significantly reduced time spent on case creation
  • Users can now resolve 95% of post-status fraud cases without manual intervention of the back-office team

“Pega 8 looks like a big win for everyone. For us in Customer Contact, it will be easier and quicker to get information and complete a fraud claim. For customers it will resolve difficulties accessing funds when an earmarked payment is reported as fraud.”

The Business Issue

Lloyds Banking Group supports over 25 million customers, 17.4 million of whom are digitally active. Core Platform is an in-house engineering unit under the Group Transformation function of Lloyds Banking Group. 

Within the Bank, Pega is used as a technology to automate business processes in the Fraud and Dispute (F&D) area, with the goal of further improving agents’ average call handling time. The transformation from Pega 6 to Pega 8.53 (with Theme Cosmos) led to an automated process for capturing cases and creating an intuitive user interface within Pega, hosted on AWS cloud.

The Solution

A great user experience is at the heart of every digital transformation. The F&D transformation leveraged an innovative approach to understand the users’ needs and objectives more deeply in order to provide exceptional end-user experiences. The user experience (UX) transformation came to life between February and March of 2020, under the extreme uncertainty caused by the global COVID-19 pandemic. Despite the uncertainty, the collective mission remained the same: to build comprehensive UX that would make life easier for their agents. 

The four panels of the Theme Cosmos UI (Navigation, Summary panel, Action area, Utilities) helped organize the UI components efficiently, and the SVG icons enabled the team to create visually interactive elements.

The Results

The entire UX transformation of Lloyds Banking Group resulted in a drastic improvement in ease-of-use and a significant reduction in time spent on case creation, including a reduced number of clicks and screens required to complete agents’ workflows. Users of the F&D application are now able to resolve fraud and dispute cases quicker while on the phone with the customer.  In addition, an overall improved user experience and Pega automation mean 95% of post-status fraud cases are now resolved without the need for manual intervention by the back-office team.

This is the first application in the Bank created using reusable Theme Cosmos UI templates overlaid with the Bank’s Official Design System. The application is also compliant with the WCAG 2.0 standards for accessibility. The following comments we received from the users of the application stands as a testament to the success of this UX transformation: 

  • “Love PEGA 8 – it’s a lot quicker, slicker, more user friendly…”
  • “…faster and overall better performing than previous Pega [version].”
  • “Much easier to use. Navigation is good too.” 
  • “Less screens. Less buttons to press…‘keeping it simple’"
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Related Resources

UX Design: See how great user experiences are also great for business.

Pega's Constellation design system.

Learn more about Lloyds Banking Group’s journey with Pega.

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Défi: Excellence opérationnelle Défi: Modernisation de l'entreprise Groupe de produits: Plateforme Industry: Services financiers
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