Customer & Staff Banking Solution + Service Design

Challenge

Barclaycard Germany had a very disparate and antiquated set of solutions and technologies working apart rather than together to try to deliver a cogent and comprehensive set of banking solutions.

These included credit card, loan and account services. Their staff used yet more unsuitable services, processes and technologies to administer and support their customers and carry out the day to day activities of credit card and loans banking. This was costly, inefficient, the data was decentralised and often conflicted, security and efficiency were impacted.

Barclaycard wanted to rationalise their technologies, software, data and processes into one central, consistent and efficient service for all customers on all platforms, incorporating competitive innovative offerings.

Our approach

We carried out a UX Discovery phase to evaluate the hardware, software, users, tasks and processes. We created new, efficient processes, which informed the systems architecture roadmap and offered the users (clients and banking staff)  streamlined, comprehensive, centralised solution prototypes to test. From these we finalised the solution architecture (software, processes, service design improvements and interfaces).
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We produced comprehensive prototypes, user stories and guidance for the project delivery team and managed client expectations constantly through out the project by articulating the value of the data and the solutions in meaningful terms.

Outcomes

A full UX Discovery and UX Functional Architecture phase (with commensurate artefacts for each, including a Discovery Report and Prototype) was carried out so the solution worked optimally and empowered the delivery project teams (PO, devs, designers, database developers, systems architects etc).

This allowed us to build a single solution that gave the customer and the banking staff the same effective interface, centralised all the customer data, worked across mobile & desktop and brought together the customer’s banking, loans and credit card accounts into one secure solution.

It allowed the CIO office to reprioritise the systems architecture improvement roadmap based on customer/business needs more than just best practices.

We delivered a Service Design blueprint that allowed staffing to be optimised and processes to be as efficient and fit for purpose as possible, measurably reducing the time and cost of operating the business, whilst simultaneously increasing its efficiency.

Benefits

The proven UX prototype allowed the teams to work optimally with no need for redesign and no duplication of effort. It gave them the data they needed in a format that was meaningful and actionable for their discipline. This meant they delivered right first time and their time/cost estimates were accurate. Banking staff were delighted to have a single interface and reliable, consistent data. Processes were streamlined, costs were cut, staffing was optimised, time was reduced and operational expenditure was decreased efficiently (not randomly).

Customers were happy to have a single interface, via any device, to interact with all their banking services.

Barclaycard business stakeholders were happy with the operational efficiencies and cost reductions.

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