Lloyds Banking Group is one of the world’s oldest and most well-regarded financial institutions. The customer demographic is wide and mature, with a large share of older and wealthy customers.
Keeping customers safe from cyber-crime is a high priority but educating customers about the risks they face is a challenge. I worked on an assignment running a Discovery phase of research, to explore the route to generate best in class education.
As with all Discoveries, I used mixed methods of primary and secondary research.
Techniques included voice analytics of calls to the fraud team, call centre colleague triad interviews, quantitative surveys and focus groups with customers.
I paid home visits to interview victims of cyber-crime, as well as expert interviews with City of London Police and behavioural economists.
Over a four-month period, I gathered evidence that highlighted the weaknesses in customer knowledge of cyber-crime and the core challenges to overcome of educating customers.