Service Design Consultancy For The Finance Industry

Service design consultancy for

The Finance Industry

Creating a compelling vision or idea that excites your business should not be so hard

Our Service Design System helps organisations such as Zurich Life and Barclays create award-winning service experiences with measurable impact

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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.

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.

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.

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 customer 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.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Imagine what’s possible

Digital solutions that give passengers more control over their experience.

Nordea Bank

Defining the customer experience strategy for online banking

Nordea is the largest financial services group in Northern Europe. They wanted to find ways to build more valuable relationships with their customers by delivering traditional retail banking services online. Also, there was an objective to migrate wealth management advisory services to digital channels.