Overview
When a global financial services organization was preparing to introduce multiple new home equity products, they knew a client-centric product experience was key to ensuring a successful launch. The bank partnered with Pioneer to define a Client Journey Map and Blueprinting approach that aligned with their key objectives while generating results that maximized ROI.
The Challenge
A financial services organization had a strategic plan to deploy several new products. In order to create a consistent client experience across all products, the engagement had to meet the following objectives:
- Understand the phases of the client’s engagement with the product in order to define a holistic client experience.
- Identify potential moments where the client may be won or lost, based on the client experience.
- Assess and summarize insights into short- and long-term activities to address pain points and enhance the client experience.
The Results
Through a facilitated workshop, our client was able to visualize the end-to-end client journey, resulting in:
- 17 pain points discovered & mitigated prior to launch
- 150+ client-impacting office activities revealed
- 8 key insights gathered, including over 16 considerations to address post-launch
- 2 target personas created
- 4 critical "win or lose" moments identified
- 68 enhancements to the client journey
- 1 holistic journey that streamlines the user experience
Pioneer’s final assessment identified 3 high-priority takeaways and recommendations to help the Product Team create an immediate impact on the client journey.
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