Commodity or concierge?

Digitisation and automation have resulted in huge convenience benefits and reduced costs for customers. But these steps present financial services companies with a dilemma; to continue down the road of automation and make money management all but invisible to customers, or to go all-out and become the financial services one-stop-shop, taking on the role of aggregator, financial guide and automated trader.

Engage and retain by becoming masters of emotion

At Engine Service Design, we work with banking, wealth and protection businesses to balance the gain from digitisation and automation, with gains achieved from tuning-in to and designing for the emotional landscape of money. We help businesses design great digital products, digital services and through-life experiences that engage and retain their customers.

Building a contactless relationship

Customers expect companies to make simple transactions easy and enjoyable. But there is more to money than transactions. Money is intrinsically linked to events in people’s lives – money is emotive. When every financial services company has a great app and streamlined business processes, financial services businesses must then differentiate through exceptional service and customer experience.

Imagine what’s possible:

• Design the end-to-end customer journey and highlight opportunities to delight customers when it matters most.
• Identify your customer experience ‘north star’ and trigger the opportunity to question current approaches, roadmaps and investment plans.
• Get clarity on what the ‘sticky’ proposition and ecosystem of products and services look like for your business.
• Data utilised beyond operations management to provide valuable insight on the passenger experience.
• Identify how next generation artificial intelligence might differentiate your proposition with a more compassionate and empathetic customer experience.
• Become ‘masters of emotion’ by envisioning and pioneering the future of financial services, through the customer experiences you offer.