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.
The Engine Service Design team worked with Customer Interaction and Online teams to identify customers’ specific and life-long needs for financial services. We defined Nordea’s first complete customer experience strategy for online banking and online financial planning by working together. We designed a series of digital customer journeys to bring the business’s net banking vision to life. Our work with Nordea triggered the growth of their own Service Design capability, which is now well established.
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.