Etch Group is a unique network of agencies, consultancies and experts that aims to provide more value to businesses than traditional agency models, by taking a people centred approach to all projects we deliver.
Hargreaves Lansdown / Transforming Trading
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.
23% of Hargreaves Lansdown clients now use the app
38.5K people a month trade using the app
Mobile trading made up 24% of all online trading compared to 6% the year earlier
"For investors, it also offers accessibility wherever you are, so you don’t need to be in front of a computer to react to unexpected market moves. This can make all the difference when time is of the essence and, for example, you want to take advantage of market falls by topping up your investments.
Almost quarter of a million Hargreaves Lansdown clients have embraced the HL app – using it more than 5.5 million times a month – while over 38,000 people used it to place a trade in May 2018."
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 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.
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.