Case Study: Yorkshire Building Society achieves 54% higher mortgage conversions and 40% faster savings account opening with OutSystems

Yorkshire Building Society Drives CX Program with OutSystems

Yorkshire Building Society (YBS), the UK’s third-largest building society serving nearly three million customers, needed to modernize its aging monolithic e-commerce platform to deliver faster, more customer-friendly self-service experiences and reduce inbound calls and friction. Legacy limitations made it hard to iterate on front-end functionality and meet rising customer expectations for speed, convenience and security.

Working with OutSystems (and partner UST Global) YBS rebuilt front-end journeys—including a new mortgage calculator and a streamlined web savings application—using OutSystems Sentry for enterprise security. The mortgage calculator was launched in three months and produced a 54% higher conversion rate in A/B tests; the savings journey now completes in six minutes versus ten (a 40% faster experience) and saw a 10% lift in completion, while development and iteration speed improved markedly.

Yorkshire Building Society

Ian Mitchell

Product Owner