From a brand perspective as well as through service design glasses, we find the world of financial services quite interesting. So many opportunities for new, innovative products and services, where customer convenience takes centre stage.
In recent years the financial sector has lost some of its customer confidence and sympathy, but is starting to rebuild that slowly. This makes branding an important aspect, but not in the traditional sense; today’s branding is about storytelling. The customer is looking for convenience. That’s why we now see banks invest heavily in accelerating innovation, which should lead to new products and services that will delight customers.
The financial world is not the easiest environment for innovation. It’s an area subject to legislation, security and privacy requirements. In addition, it’s in the nature of banks and insurers to constantly seek out certainty. And with certainly comes conservatism. Whilst innovation and renewal ask just the opposite: daring and risk. Tempting customers with the fruits of innovation becomes a slippery slope for banks.
Content and process
An area like this in motion? As problem solvers, you can’t keep us away! Because we can contribute substance to the innovation with, for example, strategy and concepting. But also because we can help these organisations to become more innovative themselves.
The Lean Start-Up philosophy and Agile approach are good starting points for banks and insurers. These are relatively simple methods that help to accelerate innovation. Together with the Scrum Academy we help them to make these methods stick via agile training and coaching. Take the work we did for Aegon and Delta Lloyd, for example.
Established names and FinTech start-ups
We tackle strategy and concepting with these organizations. Quick as we can we lay a usable vision down in intensive processes, such as the PressureCooker, then possibly followed by a number scrum sprints. Like we did for ING. In four months we laid down a design framework on which they could build their internal organisation.
In a Lean Start-Up setting and with a speed unprecedented for the banking world, we’re developing a new European proposition for start-up FinTech…
Adding on to Delta Lloyd step by step
We also worked closely with Delta Lloyd to develop their new website. They asked for a website that supports them in becoming the most customer-focused insurer in the Netherlands. We have chosen a project approach that suits a large and complex, and therefore slow going, organisation. We updated the website in phases. The first scrum project produced the first building blocks for the new website, from which we were able to perform two subsequent scrum projects and develop the rest of the site. This also gave Delta Lloyd time to change as an organisation, and to get going step by step.
Over the years we have learned a lot about the banking industry. Opportunities and threats, industry trends, legislation changes, consumer surveys, mindset, customer approach…We understand what this branch is about and enjoy being an inspiring springboard.
Would you like to know more about Financial services?
Please contact Gert Hans.
Or take a look at a selection of our projects concerning Financial services in our portfolio.