Overview
Eagle Design - Barclays Ventures
As the Head of Interaction and Design for Barclays Ventures, I led an initiative to establish a comprehensive research and testing service across the Barclaycard Eagle Lab network and Rise Accelerators called Eagle Design. This project aimed to integrate advanced design, research, and data services into the existing infrastructure, providing these resources to both banked and unbanked clients. The project involved developing the service, testing it in pilot locations, refining the approach, and securing approval through the Barclays New and Improved Product Association (NAPA) process before a full rollout.
Objectives
The primary objectives were to integrate design, research, and data services into the Barclays Eagle Lab and Rise Accelerator networks, provide these services to both banked and unbanked clients, and deliver valuable insights while promoting a design-led approach to understanding customer needs and market trends.
Development and Testing
We developed a comprehensive research and testing service tailored to the diverse needs of startups and entrepreneurs using Eagle Labs and Rise Accelerators. This included tools for market analysis, customer feedback collection, and prototype testing. Conducting pilot tests in select locations allowed us to gather initial feedback and make necessary adjustments, ensuring that the service was robust and user-friendly.
NAPA Approval
Navigating the NAPA process required presenting a full sanctioned business case and financial plan. This comprehensive approach ensured that all risks, mitigations, and potential deviations were understood and signed off by the relevant authorities. After several rounds of review and amendments, the service received NAPA approval, allowing for full-scale implementation.
Implementation
The approved service was rolled out across all 37 Eagle Labs and the Rise Accelerator locations in the UK and globally. Each lab was equipped with the necessary tools and training to deliver the research and testing services effectively. Comprehensive training sessions were conducted for lab managers and staff to ensure they could assist users in leveraging the new services.
Delivery and Impact
The new offering enabled both banked and unbanked clients to access advanced design, research, and data services, including market research, user experience testing, and data analysis, which were previously unavailable to many startups. By taking the Barclaycard design ethos and methodologies beyond its internal use, we were able to reach a wider and more diverse audience, fostering innovation and improving customer understanding across various sectors.
Benefits of the Research and Insights Lab
The lab provided data-driven insights that helped startups make strategic decisions and reduce the risk of failure by validating ideas and concepts before full-scale implementation. It also helped design user-centric products and services by understanding user needs and behaviors, improving usability and satisfaction. The lab offered a deeper understanding of market dynamics and competitor strategies, enabling proactive adjustments to market changes and consumer preferences. Additionally, it fostered a culture of continuous improvement and innovation, identifying opportunities for new products, services, and business models, and saved costs by identifying potential issues early in the development process, reducing the likelihood of costly reworks and redesigns after launch.
Metrics
The initiative integrated 37 labs across the UK, supporting over 5,233 businesses annually through both physical and virtual channels. Initially tested in 5 labs before full rollout, the project involved over 100 training sessions for Eagle Lab staff. Within the first year, over 2,188 businesses participated in research and testing services, and the project achieved NAPA approval within 6 weeks after the initial proposal submission.
Conclusion
The successful integration of a research and testing service across the Barclays Eagle Labs and Rise Accelerator networks marked a significant enhancement in how Barclays supports innovation and entrepreneurship. By offering these advanced services, we empowered startups with critical market insights and extended Barclaycard's design and customer engagement capabilities to a broader community, promoting innovation and understanding customer needs in diverse markets.
Role
Head of Ineraction and Design (Ventures)
Team
x1 (Me) / Eagle support Team (Business Analyst/Eagle Liaison)