Customer Experience - Corporate
Customer Experience - Corporate
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Problem Statement
Problem Statement
Competition was heating up in the Digital Transaction Banking space. Bank was looking to revamp it's 10-year old payment offering to a contemporary offering covering Payments, Collection, Liquidity and Account Services.
Approach
Approach
Conducted a voice of customer exercise for corporate/SME clients.
Based on VOC and internal design principles, designed new corporate journeys
Products covered: Corporate payments, collections, liquidity and account services
Key Findings/Results
Key Findings/Results
Enabled decision-making - build vs buy vs collaborate, Portal design, critical surround system prioritization
Conducted customer 1-1 discussions, site visits and surveys for 500+ customers
Designed 10 high-impact high-volume journeys capturing VOC & business priority
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