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→ Qualitative user interviews
→ Expert interviews
→ Observations
→ Competitor analysis
→ Service testing
→ Unpacking frameworks
→ Creative brainstorming
→ Rapid prototyping
→ User testing
→ Roadmapping
4 months
Over a time period of four weeks our team of eight interdisciplinary researchers (engineering, design, international development, management and economics) explored the banking landscape in the French and German-speaking regions of Switzerland. They have conducted users and experts interviews, performed undercover visits at the banks’ branches of the client and competitors and looked at attractive non-banking services that could complement the offering of the client.
From our comprehensive empathy work we distilled meaningful key insights and reoccurring patterns and condensed them in various analytical frameworks to drive a human-centred, insight-driven innovation process. We have created Banking Archetypes based on the relevant needs, built customer journeys highlighting the pain-points for each, and mapped out the value streams of the client’s offering.
From our analysis, we brainstormed on possible approaches that the client could follow to innovate. 2-step approach emerged:
a) Neutralising: incrementally improve the costumer experience, match up with competitors and gain selective excellence.
b) Differentiating: developing a radical new business model, acquiring new technology and partner with complementary solution providers to capture all value streams within the housing constellation and become a housing service intermediary.
Based on the developed concept of a service intermediary we created a first rapid prototype in form of mock-up app to quickly convey the idea and elicit useful feedback from customers and experts. The customer housing app (My Casa) incorporated various features, e.g. eligibility calculation, insurance contracting, expense and maintenance management, etc.
In conjunction with the board and our partner Asteroidea we held weekly debriefs - ultimately proposing 2 strategies, incremental & radical - whilst providing the direction for a new and innovative household banking strategy.
Alice Repetti, Business Consultant at Spark Works
user interviews
undercover visits
visits 13 competitor banks
in-depth interviews with FinTech founders
Through a month of intensive customer research we provided the board with many new insights into the journey which customers go through in relation to any banking service or product. These insights and proposed strategies enabled the bank to embrace a vision to become a trusted housing partner that supported customers along the entire value chain.
