Category: Financial
Case Study: Client names redacted to protect the successful.
Problem
–
How does a traditional bank revive dying branches and spur digital growth?
HIDDEN, a leading regional bank, was playing catch-up to its competitors when it came to digital customer experience, employee engagement and technological infrastructure. As a result it was having trouble bringing existing customers in-branch and retaining new customers. And because it had also inherited many of its branches through acquisitions, it needed a way to modernize, decrease square footage and increase efficiency at the brick-and-mortar level.
Human Insight
–
People want advice from a financial professional they trust. And they want that advice face-to-face.
Following extensive qualitative and quantitative research, we determined that customers are looking for more from a trip to the bank than an efficient financial transaction. They want in-person advice from an expert who can understand their needs, give them permission to dream, and offer the tools and guidance to turn those dreams into reality.
Solution
–
Create a space that emotionally (and technologically) connects customers to their dreams.
We used design thinking to reinvent the branches and give our diverse customer base a fully integrated destination to learn, dream and plan. Through immersive and interactive kiosks and financial advisors, customers can easily forecast how to reach goals like buying a new home, retirement or vacation. Employees receive on-the-spot feedback for their own development, while customers leave with short-, medium- and long-term plans.
Meanwhile, our mix of human and data-driven experiences allow HIDDEN to gain a deeper understanding of each client’s needs over time. This sense of trust and connection helped customers redevelop an allegiance to HIDDEN that has everyone from employees to the CFO smiling all the way to the bank.
WORDS FROM OUR CLIENT:
“You are an unconventional partner choice for us, and it is by design…we really liked what WONGDOODY brings to the table.”- HIDDEN, Head of Retail Network Transformation.
“I couldn’t agree more, and I am a big fan of taking bold action to move forward.”
– HIDDEN, CMO.
