Customer Experience - Omnichannel
Customer Experience - Omnichannel
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Problem Statement
Problem Statement
Covid had just hit. Bank's loan and account sales pipelines were dry as everything fully manual. Although many projects were shelved, all regional banks had made digital onboarding a critical business priority. Client took the opportunity to offer a revamped omnichannel offering in a fresh technology investment.
Approach
Approach
Conducted a voice of customer exercise for corporate/SME clients and Retail
Based on VOC and internal design principles, designed new journeys covering retail onboarding, retail portal and corporate portal.
Key Findings/Results
Key Findings/Results
Conducted virtual customer 1-1 discussions, and surveys
Designed 15+ high-impact high-volume omnichannel journeys capturing VOC & business priority across retail onboarding, retail portal & corporate portal.
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