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Nordea Bank

Defining the customer experience strategy for online banking

Nordea Bank Image

The Challenge

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.

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