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Why big organisations are moving to boutique digital agencies and why the big agencies should be nervous

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Modernising online banking for clarity, control and growth

Summerland Bank engaged ID Digital to transform its digital presence with a user-centric web platform that supports service clarity, customer self-service and operational resilience. The redesign established clearer information architecture, integrated digital enquiries and strengthened product discovery across retail and business banking. The result was a reliable, scalable digital experience that aligned with branch-first service values while reducing customer friction and supporting long-term customer acquisition and retention. 

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A regional bank thats
purely for regional people
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Clear product architecture for faster decision-making

A reworked information hierarchy was introduced to make savings, lending and service products easier to compare and explore. Clear categorisation, relevant CTAs and streamlined pages reduced cognitive load for customers evaluating financial options, speeding their path to enquiry or application. 

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Integrated enquiry flows with digital lead capture

Digital enquiry forms were embedded across key service pages, connected to the bank’s CRM. This increased lead visibility, reduced manual handling and supported consistent follow-up. Customers could express interest without navigating complex forms. 

We focused on connecting marketing and digital channels to create a more consistent experience that supports both customer engagement and long-term growth.

Jay

Strategy Director, ID Digital Agency

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Responsive design tuned for financial audiences

The platform was built with responsive layouts prioritising clarity on both mobile and desktop. Financial information, calculators and service details adapted cleanly, reducing errors and improving accessibility for a wide range of customers. 

Impact

Strengthened customer engagement, clarity and operational insight via digital platform enhancements
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Improved product discovery and comparison

Reworked architecture made financial products easier to explore and compare, reducing customer hesitation.

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Greater lead capture and CRM alignment

Integrated enquiry flows increased visibility and reduced manual follow-up work.

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Consistent experience across devices

Responsive design improved clarity and accessibility on all screens. 

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Foundation for scalable digital growth

Platform supports ongoing enhancement and digital service expansion.