Optimizing Operations & Experience

A big corporate UAE bank was struggling with internal bureaucratic paperwork that slowed down workflows causing delays with customers' services.

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My team and I were commissioned to improve its customer experience and internal operations. We facilitated hundreds of interviews, surveys and conversations with key customers as well as internal stakeholders such as c-levels, relationship managers and branch tellers through all banking segments.

 

We mapped out the existing customer journeys across all banking segments and identified customer pain points.

Using this as a reference we mapped out the ideal customer journeys that holistically improved the experience for customers and staff in all segments by focusing on digital services and solutions.