How Service Design transformed a 234-year-old traditional banking organisation from customer-focused to customer-centric
With Bank of Ireland (BOI) we created a bespoke training programme to address their customer experience challenges, and in doing so helped the organisation shift their paradigm from a purely business focus to real customer-centricity.
redesigned service propositions
senior managers turned into service design ambassadors
NPS increase within two months
established a new Design Thinking department