The Opportunity
Coventry Building Society is one of the UK’s most trusted financial mutuals, serving more than two million customers. The organisation needed a digital experience that genuinely reflected its brand values: community, trust and mutuality; while making it easier for customers to explore products and services online. Their existing site was functional but lacked clarity, personality and the flexibility to support evolving customer needs and business goals.
What We Built
Working closely with Coventry’s design partner, we translated a refreshed brand identity into a fully redesigned website experience. Our discovery process included in-depth workshops with internal teams and conversations with real customers to understand pain points and behaviours. We shaped this insight into a site that feels clear, helpful and engaging from the first interaction.
The new website features vibrant interactive product “toolkits” that make it easy for users to explore savings accounts, mortgages and other products. Visual and verbal language was carefully considered to reinforce Coventry’s commitment to its members and the communities they serve.
How We Drove Engagement
Rather than simply refreshing visuals, we focused on improving clarity, trust and user confidence throughout the journey. Our strategy and UX work ensured that the site communicates product value clearly and supports decision-making — from discovery through to product comparison. Coventry’s Head of Digital praised the work for strengthening brand awareness, consideration and digital engagement.
Results
The redesigned site now provides a scalable foundation for Coventry’s digital ecosystem, enhancing how it presents products and engages customers online. It reinforces Coventry’s brand values in every interaction, supports product discovery and improves overall digital experience for its members.