A financial services provider

Adapt

Improving CX for home loans  

The financial services provider was looking for advice on two fronts. On the one hand, adding more personalization to their product offering, which is an important pillar in the digital transformation journey.

On the other, they aimed for a consistent and integrated omni-channel approach, to allow the end user to freely choose between online or offline channels in every step of the sales process.

Doing so required identifying the needs of the customers and their journey. We jointly thought about some key questions: Where does a customer get stuck when purchasing a house? Which
are his pains and gains? What’s the logical flow in the purchase process? Gradually, the idea arose to design a loan simulator that is customer-oriented rather than bank-oriented, relieving the customer from any friction.

Enable

Involving the user in the development

Designing a logical flow requires the support of the end customers. Therefore, we tested the prototype and the flow with real customers.
This approach had two advantages.

Number one being that the prototype could immediately be corrected with significant feedback from the end user. Secondly, the interaction with customers provided a more realistic view of the personas - the profiles
of the typical target customers that had been drawn up - which helped us to define them
more accurately.

In the next phase, we worked out an extensive prototype, for which the bank’s input was key.
Our flow was enriched with all the information a customer requires to make a realistic simulation. The result? A smart simulator providing users with clarity and guidance throughout
the entire process, from the search for a house to the final purchase.