Future-proofing Britain’s biggest mutual society

Royal London

We worked with Royal London to build a more engaging, future-proof digital experience for direct customers and intermediaries.

Creating a fully scaleable EPiServer 10 solution

Founded in 1861, Royal London began as a ‘burial club’ providing funeral plans to Victorian Britain, and became a Mutual Society in 1908. Today Royal London is the biggest mutual life, pensions, and investment company in the UK, with £130 billion under management.


We began working with Royal London in 2018, taking a brief to create a fully scaleable EPiServer 10 solution that would work for customers and staff right now, and for many years into the future.


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Toward more joined-up journeys for Royal London customers

When Royal London launched their first direct-to-consumer offering in 2014, their website wasn’t really up to it. Consumers encountered a siloed experience online, where they were only able to interact and engage with a small part of the site. Back-end users also faced challenges, with an inflexible site and page template structure.

Data-driven insights transform customer journeys

We began by taking a step back, and looking objectively at the user experience. We invested a great deal of time with Royal London’s team, interrogating their analytics data to understand how their customers were interacting - or failing to interact - with the site.


This allowed us to develop a much-improved website architecture which would support the customer journey properly. An important part of the process was user testing prior to development.

The future-proof, scalable new solution made life easier for customers and editors

We took full advantage of Royal London’s upgrade to EPiServer 10, creating a component-based design structure with a personalised approach based on customer needs. Importantly, this gave Royal London the scalability needed to evolve and develop the website over the medium and long term. We worked closely with the in-house development team to ensure successful implementation.


The new architecture gave content editors the power to update easily, without relying on developers. This was a key improvement, saving time and trouble as well as encouraging greater creative input.