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How can we bring customer insight into a major bank’s IT development process?

photograph of binocularsChallenge: Our client was planning a major platform overhaul to the main business banking platform used by their largest and smallest business clients. The need – bring customer insight into the IT development process.

Approach: A multi-phase insights process was used to identify the value propositions that would be compelling to each major segment.

Half-day co-creation labs, expert interviews, business ethnographies, ideation workshops, concept development workshops, and an extended online community were used to create and validate.

Outcome: Major changes were made to the client’s plans. We helped the client clearly identify the essential must-haves versus the nice-to-have features. A video made from the client labs continues to be used to keep the team on track.