Service Design 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

"Describing the experience ‘today’ and the experience we want to create ‘tomorrow’ made it super easy for teams to grasp the vision. They recognised the descriptions of the past and were able to visualize the energy and the art of the possible." Customer Experience Director, Pegasus Life

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 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.

How we can help

It's working, but not well enough

When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.

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Think differently to stay ahead

When you need to think differently to stay ahead, but you’re unsure how to differentiate your customer experience, you need a trusted partner to guide you.

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Do something genuinely new

When you spot an opportunity to disrupt your industry with a new product or service, you need a trusted partner to guide you.

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Zurich Life

Driving greater customer engagement through digital services

DMCC Freezone

Designing best-in-class B2b customer journeys

CX strategy development for online banking

Nordea Bank

Defining the customer experience strategy for online banking

Money
Retail

Barclays Bank

Developing a product and service strategy to anticipate and support customers in financial difficulty

Money
Retail

Service Design for the Finance Industry