Hellon challenged the traditional approach within the organisation, which previously avoided exposing staff and management to genuine customer insights. Instead, we used in-depth customer interviews, ideation and prioritisation workshops, ensuring the participation of front line employees and key stakeholders.
A number of planned technology investments were abandoned after insights showed they would have missed the mark. Instead, a multi-channel approach was chosen and worked through with a cross-disciplinary team.
Co-creating the new banking experience together with front line employees
New ideas were prototyped with stakeholders and end users in a Concept Lab — a test environment for early stage service prototypes. We simulated the new, improved customer journey by prototyping all the new service touch points, from handouts to interior configuration to new web pages. Then we invited customers, advisors and key stakeholders to go through the journey and give feedback. The client was trained to facilitate this process in the Concept Lab, supported by Hellon experts.
Prototyping a new banking service across physical, social and digital touchpoints