Creating a design transformation strategy designed to fit the context of the bank, based on employee education, customer-centricity, and measurable process optimization
problem
MKB Fintechlab was established in 2016 to bring innovation and design methodology to MKB Bank. Design maturity and capacity were low at the time, and the bank needed a long-term, tailor-made strategy for customer experience to excel in this field.
our work
In collaboration with Fintechlab's design leaders, we mapped out the bank's operations with the involvement of stakeholders, audited the bank's design maturity level, and mentored the development of a multi-year strategy that can enable the organization to gradually transition to a truly customer-centric operation.
solution
We developed a strategy designed to fit the context of the bank, based on employee education, customer-centricity, and measurable process optimization, which was approved by the Bank's Management Committee. To implement the strategy, a new organizational unit and project team have been formed.
problem
our work
solution
