Today’s financial services providers recognize the demand for digital self-service capabilities for employees, investors, and customers. But providing a modern digital experience in the face of complex regulations can be a challenge. Why? Because it requires a partner with ample experience in the field, plus the unique skills to create gorgeous design and intuitive interaction, all while encompassing the user’s entire digital journey, end-to-end.Anexinet’s Financial Services Digital Solution Strategy Kickstart ensures success with a comprehensive implementation approach. Working closely with your organization, we rapidly bring to life a secure, next-generation digital engagement experience that leverages the latest technologies to provide users the info and interactions they need, the moment they need them.Develop the perfect Digital Solution to get you well on your way to providing a truly superior experience across all channels.In just three short weeks.
The Digital Solution Kickstart follows four key steps, typically over a three-week period:
To maximize productivity and ensure success, our pre-kickoff activities include analyzing user feedback, identifying market opportunities, analyzing the competition, reviewing current-state artifacts, and norming the team for success.
We start by developing a thorough understanding of the solution’s critical requirements (qualitative/quantitative drivers, general themes and overarching vision), then confirm these with key stakeholders. Next, we identify industry trends and explore user personas to unearth opportunities for process automation and innovative use cases beyond the typical scenarios (e.g. improving physical wait times, proactive data-delivery). Lastly, we analyze the competitive landscape, which (since banks are no longer just competing with each other) also includes alternative lenders, payment processors, fintech startups, and online companies—all of which are rapidly scooping up traditional bank customers.
User Journey Mapping and Use Case Analysis provide input to ideation. While in general, our focus is on improving efficiency and customer-centricity, Concept Generation exercises enable us to narrow this focus by prioritizing organizational need, based on process step and driver. Ideally, internal organizational structure and process shouldn’t dictate customer experience, so each scenario is assigned a primary actor and value-driver, prior to being ranked by Impact, Organizational Readiness, and Ease of Implementation. Finally, we devise a plan for future-state. Interestingly, concepts that reinvent the customer experience from legacy processes, experiences and touchpoints to reflect modern customer expectations yield the greatest boost in retention and engagement.
This kickstart phase generates a catalog of features and/or services that show the most potential, explores their applicable delivery channels, analyzes their alignment with current initiatives, and begins to define (and phase) the digital prototype. In terms of financial services, these often include real-time customer enablement and visibility (to shorten the support cycle), streamlining the onboarding process (to increase retention and engagement), and more robust self-service options (for customer empowerment), including analytics-driven budgeting tools.
Every step of the way, our consultants keep in mind the data privacy and security requirements of your information architecture, including solution layers and components, data sources, service-layers, technology and toolset options, environmental and integration needs (and readiness), plus security and authentication considerations, and manageability and IT control—all the way up to ongoing monitoring and analytics.
In the final steps, we refine our prototype concept by prioritizing the highest-ranked modules—functionality that fosters innovation while maximizing value—and filtering out features that lack a high-level of organizational readiness in process, data, and implementation. Lowest hanging fruit most often involves the mobilization and automation of manual processes and paper-based activities (e.g. scanning and processing of paper documentation, rekeying of information, manual signature-capture).Our prototype design and development process is rapid and robust. We work quickly through iterations of design, navigation, and UI/UX (creating user-flow diagrams, wireframes, style-guides, and design comps) before generating a gorgeous working prototype to validate your ideas.Lastly, our Digital Solutions Roadmap is based on an alignment with your drivers and objectives, and provides guidance in terms of the People, Process, Technology, Data Architecture, and Tools you’ll need to build the ‘real-deal’ app. Each Roadmap item is flagged as “Required,” “Short/Mid/Long-Term” or “Future.” The immediate (phase I) action plan includes scope, effort, budget, timeline and sprint plan.
Upon completion of this Kickstart you’ll take away the following artifacts: