In response to tougher UK Government regulations, aimed at ensuring banks do more to help customers experiencing financial difficulty, the Barclays’ Customer Experience team needed to develop and product and service strategy that would ensure proactive support for customers across five predefined phases of financial difficulty.
The Engine Service Design team conducted a cross–organisation design process to re-imagine and develop products, service, policies, and tools for supporting customers. We defined a service architecture encompassing new products, digital tools and processes that enabled internal teams working across retail banking, business accounts and Barclay’s credit card to continuously enhance and improve their responses to customers.
Identify the difference between what you do today and what your future customers don’t yet know they need. Reimagine the future.
Unlock new value by imagining, designing and piloting services and experiences your colleagues are inspired to deliver and your customers will love.
Mobilise your organisation with a plan to change, build or buy what’s needed to deliver new services and experiences.
When legacy issues and disjointed ways of working are impacting your customer experience and critical metrics, you need a trusted partner to guide you.
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.
How design-led companies get more of the right services to market faster
With this book, the authors show you how to instil an outside-in approach to strategy; moving away from a management approach that’s technology, marketing or resource optimization-led, to one that is customer-inspired and experimental with innovation.