Helping global and local banks with enabling customers to self-service
Digital Transformation Case study 1/3, Reading time:5min
Digitalising existing services in order to enable self-service
Elaborating a common vision for a group of 20 stakeholders
I supported the Associate Creative Director and the Lead Service Designer during the research and experience mapping phase.
In terms of Digital Product & Service Design, I:
Helped organised workshops with stakeholders
Mapped the current physical experience
Developed low fidelity and medium fidelityexperience maps
Presented insights to stakeholders
Tested & iterated concepts, fedback and presented findings to relevant parties
Supported the writing of scripts used during user interviews in a lab, lead by a Senior UX Researcher
Attended the user interview sessions and was responsible for note taking
Helped gather and cluster insights
Used insights in order to explore design and business opportunities
Our client was able to successully launch the self-service digital service to users and is now live on their platform.
Below is a summary of the key elements that have helped with developing the service.
1) Experience Map
Before developing the products and services related to this specific part of the business, we ran a series of workshops and user interviews. The observations, insights and opportunities were then mapped and captured on the Experience Map for our client to retain.
One of the challenges of this project was to find a consensus amongst stakeholders. Every party had a significant level of expertise. By analysing the current service and by interviewing stakeholders, we became aware of the technical and legal restrictions which helped us shape the right solution.
After a series of workshops and presentation, we moved away from divergence to convergence and were able to understand how we could best serve everyone.
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