Santander
The Vulnerability Hub
As a direct response to building out our Bronze Learning Award-winning mandatory modules for the previous year, the company identified the need for a hub to curate resources and act as a launchpad for conversations with vulnerable customers. However, recognising the internal platform’s incapability with accessibility requirements, I built the hub with empathy in mind. With the knowledge that not all vulnerabilities are apparent, I strived to build a visually-enriching space for diverse eyes and needs; illustrating the desire of the learning through my approach to the design.
Using moving images, film, iconography and visual metaphors, I worked closely with SMEs to develop a brand and a safe accessible space that has been fed back as being necessary, useful and visually powerful.
Santander
Growing Up Cyber
As part of the Keeping Our Children Safe Online initiative, we developed a series of podcasts hosted and distributed internally for the purposes of educating parent/future-parent/allies in communicating the dangers and safety measures of keeping young people safe in an increasingly digital world.
For this project, I worked with the SMEs and two podcast hosts, writing scripts for each episode, recording remotely, editing and creating a brand identity, banners and artwork (all myself). We also integrate guests each episodes to tackle topics like Cyberbullying, Online Grooming, Scams and Privacy.
Initial feedback pre-launch has been promising with a relatable tone and nostalgic influences, it appeals to parents and non-parents in understanding and not dismissing the importance of young digital lives. It has found a great balance for listeners of being entertaining, human and insightful.
Santander
Enhanced Scam Chat Model
To help protect customer’s from falling victim to the increased trend of cyber crime-related scam activity, Santander introduced the Enhanced Scam Chat Model, which empowers customer-facing roles to have effective and structured conversations with customers.
For this project, I worked with SMEs to develop the look and feel for the course, wrote a script for the concept film, wrote and designed a series of role play activities and built an animation breaking down how to use the model itself. I also ensured the branding was integrated across all pages, thumbnails and banners.
The learning received a Princess Royal Training Award for 2022.
Santander
Your Path: Digital Off-boarding Programme
Using the brief of the statue of liberty, I created a landing page to house an off-boarding plan for Santander graduates and apprentices entering the workforce. The look and feel evolved from a given brief related to building a statue and scaffolding into something I created which felt more intuitive and included arrivals boards for timelines and landmarks for steps in achievement. You can view the site here.
Santander
Mortgage Advisor Academy 2
The second mortgage advisor academy created for Santander, “MA2” as it’s become known has been an overhaul of previous learning, using a more customer-centric and bespoke approach to the design, focusing on the sentiment behind home ownership, the aspiration for it, and the gravity it holds to customers.
Working closely with a learning consultant and SMEs, I developed the look and feel, iterating it across landing pages, Articulate Rise modules, interactive PDFs as well as working with our in-house animator to provide voiceovers to some of our characters.
In addition to developing our design across digital and print assets, I’ve also incorporated adapted versions of illustrated characters and my own hand-drawn elements to bring elements of this project to life. This page should give you a taste of some of this.
Santander
Christmas Carol: Customer & Marketing Offsite Event
Using the theme of looking at the past, present and future of the business, I developed a very Dickensian “Christmas Carol” themed suite of pages for an end-of-year offsite series of events for the Customer & Marketing Team. The site can be viewed here.
Subha Chelvam-Lewis 