TOOL - VISUALISATION

CHALLENGE

I work in a team of business development and product management officers in a commercial bank. The  organization was in dire need of a solution which will suit the banking needs of millennials and thus win  them as customers for the long term.

SELECTION

Visualization tool was utilized to detail the customer onboarding process for a typical Nigerian bank, in  line with legal requirements and also the customer onboarding process for online and mobile access to  the banking services. The approach was selected to enable the designers work with the end user  perspective as foundation.

APPLICATION

We used an empathetic approach, where the customer’s view of the processes or customer’s journey  map formed the basis for the review.

Through rigorous review of the documentation and legal bottlenecks in the above processes, a unique  product was birthed, which reduced customer onboarding and online and mobile services onboarding to  one simple process and automated the documentation process such that the end-users are not  burdened and legal requirements are met.

It was initially launched as a pilot project to monitor performance in controlled population and it was  discovered that customer onboarding as well as customer optimization improved significantly. A niche  was created and this project was expanded to all onboarding and online/mobile services activities

INSIGHT & APPROACH

•  A more robust view of the problem gives a more robust solution.

•  The best view of a solution is the end users view

We are currently applying end users journey-map visualization to solve other problems such as  customer attrition, human resources activities, loan administration, etc.


TOOL - VISUALISATION CHALLENGE I work in a team of business development and product management officers in a commercial bank . The organization was in dire need of a solution which will suit the banking needs of millennials and thus win them as customers for the long term . SELECTION Visualization tool was utilized to detail the customer onboarding process for a typical Nigerian bank , in line with legal requirements and also the customer onboarding process for online and mobile access to the banking services . The approach was selected to enable the designers work with the end user perspective as foundation . APPLICATION We used an empathetic approach , where the customer ’s view of the processes or customer ’s journey map formed the basis for the review . Through rigorous review of the documentation and legal bottlenecks in the above processes , a unique product was birthed , which reduced customer onboarding and online and mobile services onboarding to one simple process and automated the documentation process such that the end - users are not burdened and legal requirements are met . It was initially launched as a pilot project to monitor performance in controlled population and it was discovered that customer onboarding as well as customer optimization improved significantly . A niche was created and this project was expanded to all onboarding and online / mobile services activities INSIGHT & APPROACH • A more robust view of the problem gives a more robust solution . • The best view of a solution is the end users view We are currently applying end users journey - map visualization to solve other problems such as customer attrition , human resources activities , loan administration , etc .