Developing a product and service strategy to anticipate and support customers in financial difficulty.
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 reimagine 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 enhance and continuously improve responses to customers.
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