Championing digital
inclusion for all

Lloyds Bank Consumer Digital Index (CDI) tells us there are around 12 million people with very low digital capability and around 7.3 million people lacking the Essential Digital Skills needed for the workplace. Lloyds Banking Group (LBG) wanted to do something to support those who are ‘digitally disadvantaged’ and help to close the digital skills gap in the UK.
 
LBG set out to explore creating an online solution for individuals and small businesses, equipping them with the essential digital skills needed to succeed in a modern Britain.

The insight available through the CDI, provided us with a clear opportunity to tailor the Academy’s content and messaging, ensuring we communicated the key benefits and motivations for improving digital skills, such as helping individuals find a job, or improving productivity in the workplace.
 
We continue to conduct robust research, user testing and focused design sprints to identify the most effective methods for engaging our audiences, assessing language, tone and other learning mediums.
 
Our shared vision was to help empower people to use digital confidently and effectively, driving meaningful and positive change in their lives.

We designed and delivered a flexible online learning solution, Lloyds Bank Academy, that enables individuals and small businesses to access a range of lessons and resources from LBG to improve their digital and financial skills. It also supports offline training activity, creating a truly blended learning capability.
 
Its accessible design supports users with low digital skills, helping them build confidence in managing their finances online.
 
From delivering an MVP in 2018, and continually iterating on it to meet the needs of the audience as well as the business objectives of LBG, we’re helping the website evolve over time. Every iteration enhances usability, clarity and learner outcomes—making the Academy a sustainable and scalable tool for digital inclusion.

Following the success of Lloyds Bank Academy, we have worked with LBG to develop learning platforms for their other brands – Bank of Scotland Academy, Learn with Halifax and Scottish Widows Be Money Well. They all have slightly different propositions and target audiences from each other, but they all have a shared goal to support people to become more digitally and financially resilient.
 
Since its launch, the Academies have supported over one million people to build their digital and financial skills.