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The Client

Monmouthshire Building Society has been providing mortgage and savings products to the people of Monmouthshire since 1869. The society has continued to grow and now has 10 branches and 14 agencies across South Wales and the South West of England. With their head office located in Newport, Monmouthshire Building Society pride themselves on being a friendly building society with excellent customer services.

The Brief

Monmouthshire Building Society have built up an excellent reputation for their customer service throughout their range of local branches, however they felt their online presence was lacking, and feared they may be at risk of being left behind online.

After deciding on a complete rebrand, MBS felt it was the perfect time to overhaul their existing website to create a site that reflected their new identity.

MBS have two key mortgage customer types; the general public and mortgage brokers. MBS were looking for a website that could provide easily accessible information that was relevant to their key audiences, as well as being responsive and allowing users to access the site across mobile and tablet devices.

The Solution

The first step involved our user experience experts completing a full discovery phase, which included meeting with MBS staff and brokers as well as working with the internal marketing team to develop customer personas and an in-depth competitor analysis to gain a deeper understanding of the main website goals.

Based on the functionality MBS wanted within their new website, the Umbraco CMS was the perfect fit. Umbraco’s multisite capabilities meant that MBS could keep both their main site and intermediaries all within one login. Umbraco’s inbuilt user permissions also meant that different access permissions could be given to various team members within delegated areas of the site.

MBS need to get all updated website content approved internally, which is essential for compliance at a financial services organisation. In order to provide this functionality we created an authoring site, which is a direct replication of the main website, but hidden from search engines, allowing MBS to update content, agree it internally, and then push it to the live site with the click of a button.

From our in-depth discovery, it was clear that MBS have two key mortgage customer types, the general public and mortgage brokers. We needed to ensure both these groups had access to the information that was relevant to their specific needs. Our team of talented Umbraco developers built bespoke mortgage calculators allowing MBS to easily edit these based on changes in interest rates.

The Results

Three teams worked on the account to deliver a website that would fit MBS’ needs perfectly. The brand new content staging area, which also includes a payment gateway allows users to make mortgage payments directly to MBS, providing a seamless user experience.

The new website design allows MBS to attract a range of new customers, as well as appealing directly to their key consumer groups with their bespoke website making it easier for MBS to facilitate the needs of different users.

By using Umbraco forms to bring the mortgage decision in principle form online, MBS can easily track the number of successful visits to the website by the number of forms completed.

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