Enhancing the clients’ investment experience

In the search of offering a value added to customersthis bank discovered new opportunities by understanding their pains & needs.

Client: BBVA
Date: August 2017
Fields of Work Customer Experience, User Research, Design Strategy.
Team Project developed as a Design Strategist at Uncommon Design Strategy

Challenge & Outcome

The government’s new savings options, which had attractive interest rates, caught the attention of many banks who wanted to increase the portfolio and volume of investment clients. To achieve this, BBVA needed to research the experiences that clients had while knowing, contracting and rescuing investment products. This way, BBVA would be able to design and customize new solutions that meet people’s needs.

First of all, we understood the business objectives and prepared collaborative activities to collect the internal vision of the clients’ experiences when investing. These hypotheses laid the foundation of the investigation that we carried out later on. Through contextual interviews with people with different profiles we discovered common patterns about their relationship with the bank and with their investments. The insights collected allowed us to detect opportunities for BBVA to help clients make better decisions for their investments. We complemented the interviews with secondary research, collecting trends and best practices that served as an inspiration for the project. Based on previously defined design principles, we carried out an ideation session that focused on transforming customers’ pain points into new new solutions. The ideas emerged from the session evolved into information tools, journey maps to be with improvements on the customer experience and a new platform concept for clients to invest. The process culminated with a roadmap that exhibited how the solutions could be implemented in the long term and a final presentation of the project.

Client: BBVA
Date: August 2017
Fields of Work Customer Experience, User Research, Design Strategy.
Team Project developed as a Design Strategist at Uncommon Design Strategy