For many customers the Internet bank is the main channel for interacting with the bank, a fact also true for small businesses.
As one of northern Europe’s largest financial institutions SEB has a large number of customers - from international corporations to private individuals. To stay relevant with their SME customers they asked Berge to understand the journey with all the touch points and pain points better.
Through the use of Service Design tools such as customer journey mapping and interviews we helped SEB to create a new customer journey.
This new understanding enables them to better meet their customers. It clearly and efficiently pin points where improvements will lift the customer experience when using the Internet bank.
Process & result
From our insights we created new concepts for future development and a strategy for implementation.
We also created mock-ups to help top-management understand the issues at hand and to be able to make informed decisions for the future. Internet banking with SEB is great today, and it's about to get even better.
Key success factors
- Extensive field research
- Iterative sprint process and continuous user validation
- Close cooperation with client
SEB or Skandinaviska Enskilda Banken is one of the largest banks in Sweden and northern Europe.
“Berge delivered insights and customer journeys of highest quality, with focus and dedication. We always felt confident to reach a qualitative result and have a great use of the insights in our daily work.”
- Tove Rastad Business Area Manager, SEB