Business Design Lead
The challenge
A finance company had 40 digital services with different levels of maturity. Creating services required substantial manual work from customers and personnel alike. The company wanted to move from creating “one service at a time” to holistic service experience and future-proofed service development.
The solution
Together, we created a service vision for holistic service design and digital service development. In it, all 40 services and related tasks are migrated to a shared data repository and platform. Automation helps basic services run smoothly and personalized user interfaces serve customer needs.
Customer experience managementAbout the customer
After years of developing its digital services one at a time, our customer – an established finance company specialised in corporate finance – wanted to move to holistic service management. Its main goal was to meet the needs of its customers and partners even better than before.
Key benefits
A basis for digital service development
The service vision created a shared understanding of how the finance company, its customers and partners see the current services and outlined aspirations for the future.
Better customer experience
Different customer needs are served better – and automation and self-service enable smoother customer experiences throughout the service chain.
Enhanced service development
Our customer can now holistically develop its digital customer services utilising common elements, a shared platform, interfaces and identification.
Towards a shared digital service vision
The goal was to create a shared aim for the finance company, its customers and partners regarding what kind of digital services are needed in the future. In the first stage of the holistic business transformation, both the present and desired customer journey were mapped all the way from first encounters to managing credit.
TietoEVRY identified the maturity levels of digital services, collected all existing development ideas and listened to the customers’ needs. This gave perspective about the kind of service different customers and partners expect and what they value most. It revealed pain points in the current services – and affirmed the aim of the digital service vision.
After analysing dozens of interviews and more than a hundred development ideas, TietoEVRY discovered that the finance company, its customers and partners had quite similar expectations about finance services.
All the customer groups wanted smooth, fast and easy customer service. The customers were quite willing to handle routine tasks independently online, but they felt that receiving personal support is especially important in challenging corporate finance situations.
Antti Seppälä
Business Design Lead at TietoEVRY
The service vision enables improved service development
In the digital service vision, all 40 services and related tasks are migrated to one shared data repository and onto one platform. Most basic services are automated, and customers have entirely customised views of their own information.
All services can be developed and maintained holistically, utilising the same platform and identification, once all customers lifecycles in different segments are mapped, alongside the most central services and functions, the needed connections between them, as well as shared elements.
We received special thanks for creating such an all-embracing vision. The company is now in a good position to move on to the next stage of its digital transformation: its investment plan and creating a service development roadmap. We will be happy to help in this as well.
Aleksi Kärkkäinen
Head of Advisory, Design & Innovation at TietoEVRY
The service vision development included:
- A maturity analysis of digital services
- 40 interviews that were used as a basis to map diverse and shared needs in all customer segments
- 5 workshops
- User interface examples showcasing what digital services will look like in the future
- Evaluating over 100 new service ideas based on their business potential. As a result of this assessment, 30 ideas were included in the service development roadmap.
Are you ready to take your services to the next level? Read more about our customer experience management services.
To stay updated with the newest, please connect with Antti Seppälä and Aleksi Kärkkainen on LinkedIn.
