Redesigning Permanent TSB’s Website for Modern Banking
The Problem
Permanent TSB, serving 1.1 million customers through 75 branches, had a reputation for excellent in-branch service. Their challenge was to replicate that high standard online, crafting a website that reflected the needs of diverse customers, employees, and stakeholders.
The Idea
We followed a methodical, user-focused approach:
Comprehensive research with customers, staff, and stakeholders
Competitor and sector-wide analysis to gather insights
Prioritised user-centred design, rigorous testing, and best-in-class technology
Embedded the customer voice into every element of design and content
The goal was not just to create a functional banking site, but to make the digital experience feel as personal and trustworthy as the in-branch experience.
The Outcome
A user-friendly website tailored to customer needs
A digital platform that set a new UX benchmark for Irish retail banking
A customer experience that matched the trust and service of in-branch interactions
The project transformed Permanent TSB’s online presence into an embodiment of modern banking.
FAQs
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What challenge did Permanent TSB face with its website?
The bank needed to replicate the high level of in-branch service online for over a million customers.
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How did Ideas + Outcomes approach the redesign?
By carrying out customer and stakeholder research, competitor analysis, user-centred design, and rigorous testing.
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What made the new website stand out?
It embedded the customer voice into design and content, creating a personal, trustworthy digital experience.
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What results did the project deliver?
A user-friendly site tailored to customer needs, a new UX benchmark for Irish retail banking, and a digital platform that mirrored the trust of in-branch interactions.