How might we turn a digital business into customer centric organisation, build internal innovation capability and design the best customer experience?
Use our XD on-demand lab with an ethnographic inquiry and Design Thinking approach to understand the relationship between borrowers and the process of borrowing money.
To inform and support the design of a Service & Customer Experience Design Blueprint Strategy, prototypes and build User Experience Capabilities that will increase access and optimise the customer experience of the borrowers product.
What our XD on-demand lab did
Using anthropological research to understand how people interact with money, before they become customers, so they are understood from the moment they show up.
Interviewed 65 in-depth customers
interviewed and assisted 20 applications
Identified 5 main segments, their needs, and pain points.
Identified 28 opportunities for customer experience improvements
Learn methods of design thinking to create a human-centred organisation, breaking silos to understand how internal teams might integrate and collaborate to build towards a shared digital vision of success.
Redesigned Oneclick User Experience: customer personas, customer journeys and understanding the critical opportunities for Harmoney to influence and control the future – and game changing – digital loan application experience.
Defined 69 features opportunities to improve Borrowers instance.
13 key user requirements
Created 3 prototypes and 27 iterations
Conducted 18 remote testing activities validating new features and opportunities.
Improving customer’s acquisition conversion, automation and performance purely through a more humanised and personalised online process.
1 full size Service Design & XD blueprint map
3 Visual tools to activate the new user experience vision
User centred eDM framework
Redefined product design processes
Embed customer centricity into Harmoney DNA
Increasing XD and UX capability through improved systems, tools and agile practices. Learning new ways to accelerate traditional development & design cycles and implement an innovation.
Let’s talk about your challenges and possible solutions.