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Doug Munro and Damien White of Ulster Bank and Sean Brady of Cloudassist

Feedback to Ulster Bank and a big thank you

In November Ulster Bank asked for feedback on their business website. This feedback will support their plans for a new business website, which should be live this year.

The response was great (and thank you all). We have picked the winner of the rugby tickets and the lucky winner is Sean Brady of He is going to the Ireland-France match.

This is what we learned:

  • Confusion around the brand identity of Ulster Bank (content, colour and imaging)
  • Content needs to be more user friendly and needs to take the end user into account
  • There is a desire to be able to do more online
  • Navigation is OK (83% liked it) —> we are very happy with that one, but we feel it needs to get even simpler and intuitive
  • Anytime and mobile banking have been a big hit with business customers

The biggest call out however was the difficulty our customers found in contacting the right people to support their business needs.

What are we going to do with this

  • The ambition and our biggest challenge is to bring all our banking channels together into one.
  • We are going make our content more dynamic and relevant.
  • Although 83% was happy, we will improve our navigation even further
  • We will introduce more online offerings. For example, we have just launched our online lending application, Have a look (let us know what you think)
  • Ulster Bank has a long history on the Island of Ireland. We want to be much clearer on what we stand for as a brand.

Continued feedback

This was the first time we asked for feedback and we were delighted with the responses. We are going to keep this up and will start to ask for feedback on a regular basis. In fact, the Hackathon that is organised for the 13-15th of February is part of the same approach to feedback and co-creation. Details here.


P.S. The car we were compared with most was a Ford. The most unusual car was a Trabant. Porsches or Jaguars were not mentioned…..

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