Diversify and Develop a Range of Services

Down

A Major Player in the Banking Sector

Innovation
Design Thinking
Marketing

FROM FINANCIAL TO HOME SERVICES.

SUPPORTING A KEY PLAYER IN THE BANKING SECTOR IN DIVERSIFYING ITS SERVICES.

BRIEF

Develop the offer (components, pricing) and its marketing strategy (customer journey, points of contact, sales pitch).

CHALLENGE

The home services sector has become dominated by associative structures. It is not easy for a banking actor to establish its legitimacy and competence in such conditions.

Beyond the concrete components of the offer, our first few interactions with the customer brought out the need to also work on the fundamental legitimacy of the brand – its raison d’être.

SOLUTIONS

Repeatedly working together with various stakeholders of the project in several stages, emphasizing co-creation with intended users.

2-Stepped Support

  • Phase 1: One-on-one interviews with caregivers and the assisted for a thorough understanding of their needs, as well as a co-creation workshop with those helped to mutually conceive the ideal offer.
  • Phase 2: Adjusting the offer after its initial launch
  • Work on the offer’s raison d’être
  • Variating offer scenarios and customer journeys
  • Work on these scenarios in an ideation workshop with the various stakeholders of the project
  • Formalizing the scenarios at the end of the workshop
  • Testing these scenarios in co-creative workshops with caregivers

RESULTS

A repositioned (raison d’être) and repackaged (components, sales pitch, customer journey) home service offer.