Project Reference: Concept & design of new digital service


Customer: Home Loan & Savings Bank




  • Perception of fundamentally changed customer needs with regards to home savings
  • Purchasing decisions are increasingly being made online rather than at the branch (ROPO)
  • Customers decide on information, access and purchase channels ("freedom of choice") and are also increasingly using social media for financial topics
  • Home savings bank felt strong competitive pressure and focused on developing new, innovative service ideas




As a basis for the analysis of end customers, 12 personas were developed using a life cycle model, which visualized potential customers in various life situations. Subsequently, new ideas for services (revenue sources) and relevant Customer touchpoints (media) were generated. They were intensively tested and validated in customer experience labs. Based on this a prioritized digital service solution was designed and modeled. An omni-channel marketing concept complemented the digital service concept.

  1. Market and competitor analysis for the building society sector
  2. Development & creation of personas & customer journeys
  3. Potential analyses & idea development based on new personas
  4. Testing & validating ideas in customer experience labs
  5. Business Model Canvas & Keno Model for development of a digital product solution



Design, concept and rough business model for new digital service as well as further ideas tested in Customer Experience Lab


(Kopie 27)

New, innovative service solution

Customer-centric service design process

Backlog with tested and validated ideas


"Make it happen" for us means that we help you turn your business goals into results.
We combine the digital focus with the human factor and thus support you in the digitization of business models, products, services and processes.



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