All transformation examples
Improve
Simplifying a customer protection workflow
ANONYMISED PROJECT EXAMPLE
A financial services operation
- Improve
- Modernise
- Customer Experience
- Connect
- ChallengeWhat was the business problem?
A financial services operation needed to modernise a complex customer protection workflow involving multiple operational decisions, customer interactions and system touchpoints.
- DiscoveryWhat did we analyse?
Analysed the current state end to end.
- Current-state workflows
- Customer journeys
- Decision points
- Operational handovers
- Data requirements
- System interactions
- Exception scenarios
- ApproachWhat did we recommend?
Defined a clearer future-state workflow with improved decision points, user journeys and supporting business, data and integration requirements.
- DeliveryWhat support was provided?
Process modelling, stakeholder workshops, UX collaboration, screen requirements, API requirements, data requirements and UAT considerations.
- OutcomeWhat changed?
A clearer future-state workflow and structured requirements supporting the modernisation of a complex operational process.
What this demonstrates
- Process Transformation
- Customer Journey
- Business Analysis
- UX Collaboration
- Integration Requirements