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, an objective was 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.
Working together, we defined Nordea’s first complete customer experience strategy for online banking and financial planning. 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 Service Design capability, which is now well-established.
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