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Projects
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From separate services to a unique customer experience
From separate services to a unique customer experience
The organization wanted to develop an unique and smooth path for their clients with a systemic view of all the service offers, a better interaction within the teams, and defined processes.
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Designing a service around a new technology use
Designing a service around a new technology use
As a start-up being built from an unusual AI technology, they wanted to understand the market pains and needs around legal consulting in order to develop a service and a business strategy.
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Customer Service transformation
Customer Service transformation
A big bank in Brazil decided to launch it's fintech to address the young public, with the main objective of being a complete bank, capable of changing people's lives and delighting customers.
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To kickstart a project, book an initial chat :)
From separate services to a unique customer experience
From separate services to a unique customer experience
Location: Luxembourg
Industry: Information Services
Challenge
Challenge
The organization wanted to develop an unique and smooth path for their clients with a systemic view of all the service offers, a better interaction within the teams, and defined processes.
Motivation
Motivation
They provide different types of services for SMEs, from stablishing a new business, to digitalization, internationalization, among others. And they recognized that clients were not directly contacting the team according to their need and normally were not aware of all the different offers. Also that they didn't have stablished common internal processes amongst the teams, being hard to exchange information.
Value
Value
The project brought value for the final client as the organization's service represents more their needs and desires and are easier to access.
Internally, it became clear the importance of hearing the customer and getting frequent feedback to assess the service offers. Also, it brought more collaboration among the teams and aligned internal processes.
Process
Process
Using the Design approach, the objective was to perform an empathic immersion with end customers of different profiles to understand their pains, needs and desires, when they are going through the challenges of entrepreneurship. The following methods were combined:
Outcomes
Outcomes
Map of Opportunities with more than 60 identified initiatives to improve the service offers and the entrepreneur expecience.
'To Be' SME Program Service Blueprint with a clear entrance door and KPIs for customer journey management.
Questions the project helped to answer
Questions the project helped to answer
What are the customers' needs and goals? What do they value, what barriers do they face and what do they consider during the journey of understanding the service, using the service and returning?
How to optimize the experience through a solution that eliminates barriers and frictions, generating positive experiences for all actors in the ecosystem?
How should the backstage be structured to deliver the ideal experience?
What are the opportunities to create value for Luxembourgish SMEs in this context?
How to structure channels and interactions to deliver the value expected by actors before, during and after the journey?
What other technologies and partners can help us enhance the experience?
Designing a service around a new technology use
Designing a service around a new technology use
Location: Luxembourg
Industry: Legal Services
Challenge
Challenge
As a start-up being built from an unusual AI technology, they wanted to understand the market pains and needs around legal consulting in order to develop a service and a business strategy.
Motivation
Motivation
As the start-up founder is a data scientist researcher, a business expertise to design the service strategy and offer was needed. Understanding how this innovation could address a market need and be delivered in a suitable and relevant way.
Value
Value
The Design process brought to the team the value of people centricity, and the prototyping approach in different stages to iterate to a relevant solution.
Also, brought the sense of purpose and collaboration amongst coworkers of different skills.
Process
Process
The project team was composed by a data scientist, a service designer, a business analyst, a lawyer and developers, bringing a key diversity of knowledge to the project development. The following methods were combined:
Outcomes
Outcomes
Personas of the two target customers were built and the interactive bridge with the developers was done in order to create a suitable MVP
Interviews and tests with potencial end clients were conducted to gather feedback, insights and guide the technology and service improvement iterations and development
Customer Service transformation
Customer Service transformation
Location: Brazil
Industry: Financial Services
Challenge
Challenge
A big bank in Brazil decided to launch it's fintech to address the young public, with the main objective of being a complete bank, capable of changing people's lives and delighting customers.
Motivation
Motivation
With almost 2 years in operation they were in a moment of expansion, with a focus on doubling the number of customers in one year (totalizing ~1,5 million).
The customer service situation was challenging for the bank's sustainable growth, considering the high volume of interactions in all channels (> 500 thousand / month) and the growing number of complaints.
Value
Value
The project brought a holistic view and clarity of the customer service's situation with a structured guidance for evolution.
Also, the importance of KPIs and monitoring for continuous improvement, with the possibility to change strategies.
In addition, the identification of co-creation value, bringing a willingness of more collaboration amongst the teams.
Process
Process
To build the service transformation plan, all points of contact between the customer and the bank throughout their life cycle were considered. For that, the project team conducted:
The co-creation workshop had the purpose of discussing the identified problems and bring possible solutions with the participation of 35 people from the different departments needed to be involved.
With that, the project brought an understanding of the current context, what is not good for customers, and problems within the fintech that were impacting the customer service.
Initially, the project was supposed to focus on investigating topics traditionally related to customer service: Operation and Infrastructure. However, during the process, were identified a series of pains related to more strategic themes, with significantly impact on the customer service: Customer Vision, App / User Experience, and Governance.
Outcomes
Outcomes
Based on the diagnosis, it was proposed a transformation of the fintech's service through the inclusion of the customer view as the central point of the service and the engagement of all areas in alignment with the vision. Bringing the adequate prioritization and increased agility in technology deliveries, with the following outcomes:
Detailed Map of the initiatives needed to transform the service by customer journey phase
Matrix view of customer impact vs. effort to implement the initiatives, enabling the identification of quick-wins
Roadmap for the implementation with 4 service evolution phases
To kickstart a project, book an initial chat :)
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