One of the largest credit unions in the U.S. was looking for a partner to help it resolve member concerns faster. It needed to deliver improved product and service experiences at speed and scale to maintain its stellar reputation for excellence in customer service. Specifically, the credit union’s innovation lab team needed help planning and efficiently implementing a framework for achieving its goal of helping its customers seamlessly bank the way they want.
We started our engagement by tackling one critical area of the business where we could provide large cost savings, streamline workflow, and make a significant impact on the member’s experience. We began with a customer journey mapping exercise that led to a prioritized, customer-centric roadmap for implementation.
We then worked side-by-side to establish processes that would efficiently implement the recommend solutions through design-led thinking and Agile methodologies. We also delivered a systematic way to educate members of their team about employing these new practices themselves. Finally, we provided a playbook that outlined how to drive customer-centric innovation, enabling their innovation lab team to realize true business agility with speed and scale across the organization.
The application of this new operating model resulted in the successful redesign of a customer transaction experience. Further, the initial proof of concept led to the immediate and expanded adoption of the framework into other areas in the company. Within one year, our client was able to rapidly identify and resolve major member concerns while also capitalizing on new opportunities. Together, we built a pragmatic, sustainable, and repeatable operational foundation that delivered immediate value.
Traditional waterfall approach
Channel-centric, siloed team planning
Stage-gate decision making that minimized risk taking and inhibited speed
issue resolution taking over a year to release
small use case with significant business impact
Agile via design-led thinking
Integrated planning that’s sustainable and scalable
Flexible, adaptable ideation and implementation process that fosters a test and learn environment
releases against a single workstream
major workstreams applying the new approach