Proactive loans for businesses who qualify.
The client
An Australian multi-national bank, focused on providing financial services and products for business.
Our task
To document the loan journey for both customers and the bank’s back office. Then to ideate how the bank can be proactive throughout the origination process.
The team
- 2 senior UX consultants
- senior manager from the bank
Desk research
The client handed us numerous documents outlining their back office processes and market research findings.
By compiling our notes, we were able to draft a service blueprint.
Co-creation workshops
Planning
Following methods from the Convivial Toolbox (Sanders & Stappers – great for generative workshops), we prepared activities for participants to reflect, enact, and ideate on their experiences.
Facilitating
We took turns facilitating multiple co-design workshops. This allowed for each of us to be observers as well as facilitators.
Presenting insights
Our team presented workshop artefacts and insights back to key stakeholders and product managers.
Simplifying a service blueprint
My team combined the insights from desk research and our workshops. The service blueprint was too dense of an artefact to share, so we created a journey from the point of view of a customer and their relationship manager.
Outcome
Vector images by pikisuperstar.
