CX & SERVICE DESIGN

B-North: New disruptive UK SME lender

B-North are a new and exciting UK SME lender, going live in 2020, who are looking to disrupt the market by offering tailored lending in weeks not months. Driven by people, enabled by technology.

 

We’ve been working with B-North since the beginning of their journey, by helping to shape and visual their proposition…

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Shaping and visualising the proposition

  • We created an Experience Map (also known as a Customer Journey) to summarise the overall proposition, to highlight behaviours, pain points, and potential risks.
  • All aligned to the key stages where this proposition would be most impactful.
  • The complete end-to-end view of the proposed experience – across both digital and non-digital touchpoints – it gave B-North much greater clarity and understanding of how to ensure they deliver the right experience in order to help deliver a successful proposition

Methodology

  • Stakeholder workshops

Artefacts created

  • Experience maps
  • Personas

Designing the Service Blueprint

  • Once we knew what the end customer experience should be, aligned to the core proposition, we then focussed on designing the service – represented by a ‘Service Blueprint’.
  • This provided a clear view of the required processes, teams, operations, risk management and technology to support it (including 3rd party integration).
  • This process really allowed B-North to get greater clarity of how their detailed and complex operations should work internally.
  • It also helped to show different processes so these could be easily understood, roles could be easily imagined and modified, and understanding the type of technology required to support every step.
  • All done before going live, to avoid causing potential issues that would impact the customer experience and overall proposition.

Methodology

  • Stakeholder workshops
  • Roll-play exercises

Artefacts created

  • Service vision wheel
  • Service blueprints

Capability modelling and shaping the operational processes

  • We played a critical role in embedding a number of activities that were centred around helping to minimise their operational risk.
  • This included capability modelling, highlighting areas for scalability (through ‘SVP’) and defining the minimal operational processes required (through ‘MVOP’).

To read more about B-North, visit their website >.

Methodology

  • Stakeholder workshops
  • Technology supplier workshops

Artefacts created

  • Service vision wheel
  • Scalable Viable Product (SVP)
  • Minimal Viable Operation Product (MVOP)

Let’s talk.

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Get in touch with our Head of XD, Andy Wilby, to discuss more about how our years of designing and shaping experiences within the payment and FinTech industry can help you achieve your ambitions.

Andy Wilby | Head of Experience Design

0113 201 0600

xd@answerdigital.com

LinkedIn profile >

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