Towards a new service for small businesses

Understanding business owners’ most pressing challenges and needsto gain competitive advantage

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

Challenge & Outcome

The search for more personalized experiences makes small businesses’ owners much more demanding customers with the services they hire than ever before. The purpose of this project was the discovery of unmet needs both in the market and at BBVA in order to design a new value proposition that positioned BBVA as the perfect partner for SMEs.

First of all, we carried out a qualitative research consisting of in-depth interviews with the bank’s main stakeholders – areas and executives – and SME clients and non-clients. The main objective was to collect the needs and expectations of business owners as well as the main difficulties regarding the SME segment.

Based on the insights collected, we facilitated an ideation workshop where different stakeholders created solutions for the most pressuring challenges of the SMEs segment. With a collaborative spirit, the session delivered a set of ideas that later on we clustered and transformed into robust concepts.

Finally, an implementation strategy was designed exhibiting how concepts could be brought to reality through execution deadlines and ease of implementation. The recommended tactics and general strategy was related to offering a more personalized service, creating a streamline processes and management and interacting with the client in a more empathetic way.

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