Help to completely transform an internal way-of-working strategy by embedding a new Design Function
&you offering: Implement a new design function in order to shape and execute go-to-market roadmap
Project Overview: This Financial Institution needed radical change. They recognized they were not digitally maturing at the rate of the market.
They initiated this project to launch a new design function and way-of-working strategy to prepare for a large-scale digital transformation program.
Objective: The final goal was to transition its offline services to digital platforms, but it lacked the design maturity necessary for such a transformation. The project initially focused on creating an in-house design function and a cultural transformation plan.
Approach
Mission 1: built a design function
- Design Function Development: Over 8 months, a robust design and delivery framework was created to completely transform the in-house business, paired with governance models to manage every step of the new approach. This framework included the 8-stage process, CX principles, and several toolkits for both stakeholders and end-users to support progression. Training and change management also contributed hugely.
Mission 2 : digital transformation initiative
Running and optimising the new way of working, to develop a digital transformation roadmap with key opportunity areas and prioritized growth channels.
- Customer Research: Over 45 hours of customer interviews informing the design of future customer experiences, identifying key drivers of value for the financial institution’s target segments.
- Proposition Design Sprints: Rapid design sprints led to the development of 73 digital concepts, which were tested with customers to refine and prioritize the most impactful propositions.
Challenges
- Organizational Readiness: The client was initially unprepared for digital transformation, requiring a pivot towards building internal design capabilities before launching the transformation.
- Complex Stakeholder Environment: The financial institution’s stakeholders had limited exposure to design thinking, necessitating extensive training and advocacy throughout the process.
Outcome
- A fully tested in-house design function was established, including a way-of-working strategy.
- The digital transformation roadmap included an MVP and a long-term plan to ensure customer retention and growth through digital channels.
For more information, get in touch