01 Jul 2013
When you setup a new recipient online, your bank will ask to jump through a telephonic security hoop to confirm that you aren't a naughty hacker. Quite rightly so.
However this becomes an issue if you have hearing issues, back in August 2011 I had a conversation with @AskLloydsTSB about adding some on-screen instructions detailing the timings of the call as a simple workaround.
They did it within a few hours. I consider this the best piece of reactive design I have ever experienced.
Even though my hearing is fine, I always use the non-hearing approach to make sure that it's still functional. Today it failed me. The automated message has changed and I have realised that the transfer amount also affects the timings.
"TEN PENCE" - a mere moment
"ONE THOUSAND, NINE HUNDRED AND TWENTY THREE POUNDS AND SEVENTY TWO PENCE" - somewhat longer
By sending the 4-digit code to the user via SMS they could enter it on-screen for the same level of security (verifying the user is who they say they are). Furthermore it will be FULLY accessible to the hard-of-hearing community.
Interface-wise we only need one additional page to deal with the SMS instructions and input; there's no need to have an additional screen to choose between SMS and Voice as this choice can be added to the "create new recipient page".
Addendum: To the LloydsTSB employees reading this; I hope that you take these graphics and arguments, take them to your boss and impress the shit out of them. I don't even care if you pass it off as your brainchild and get a fat rise and employee of the month, if it gets done you will make the hard-of-hearing community proud!
And with that I must bid LloydsTSB Godspeed!