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A bank began to take action after recognizing the need for simple, synergistic communication with its customers using all of the channels available.
2 - Goal
The goal of the project was to assess the effectiveness of a number of potential solutions for an integrated “pathway” encompassing various communication channels in a specific situation (selecting and buying a banking product).
3 - Approach
In a PERSONA-based approach, a number of different types of customers were involved in FIELDWORK and carried out pre-set TASKS that were monitored with digital systems.
4 - Solution
The results highlighted GAPS between the planned experience and the real-life experience, thus enabling the client to rethink and optimize a number of key steps.