Our client was seeking to understand the opportunities for payroll credit to create growth upon their business and a better relationship with their clients by understanding their desires, aspirations, and interests on why and how they live the experience of getting a loan from a financial institution. We had interviews with stakeholders, clients, competitor’s clients, and salespeople to understand how they experience the different stages of the customer journey, and what makes them choose one loan over another, and finally to understand what is needed to make clients loyal to the brand. We developed profiles, as well as guidelines, and value propositions to keep a relationship with the clients and therefore get them engaged and loyal to the brand.
Main objectives:
- Find opportunities to grow the business using the customer journey.
- Find ways to reconnect with clients and help them build a relationship with the brand.
- Understand the client, the reasons why they need loans, how they spend it, how did they feel during the journey, etc.
SALESMEN SHADOWING
UNDERSTANDING THEIR HOME AND FINANCIAL NEEDS
CO CREATING CONCEPTS WITH CLIENTS
PROFILING CLIENTS
Andres Ortega 