projekt202 Delivers Fintech Results You Can Bank On

projekt202 has the teams and expertise for delivering greater ROI for financial clients

By    Jeremy Johnson    Vice President of Customer Experience projekt202

By Jeremy Johnson
Vice President of Customer Experience

projekt202 has been helping large financial groups successfully improve their customer and employee experiences for over 15 years.

Five years ago, projekt202 was recognized by Gartner as a “cool vendor” for work we were doing with a top 20 U.S. bank around improving the at-home trading experience for high-net-worth individuals. Our process for understanding customers – in this case, shadowing them in their homes to determine improved features and functionality – and then delivering that improved experience was something Gartner hadn’t seen before. 

Since then, the investment for customer and employee experiences in the financial sector has only grown. Forrester Research has cited almost half of banks and credit card providers as falling below industry averages in experience. Forrester’s CX Index shows banks – with modest improvements – can gain annual incremental revenue of almost $10 per customer.

We’ve been there every step of the way, helping financial leaders with customer retention, enrichment, and advocacy — all key areas for continued growth and revenue.

Here are some project examples in the fintech sector:

We helped a large U.S. bank disrupt its mortgage flow and increase channel utilization from low single digits to 75% through improved customer understanding. This included follow-me-homes, diary studies, personas and journey maps to understand that people want homes, not mortgages, and their journeys in moving toward that goal.

Result: Boosted channel utilization for the mortgage channel, with better customer understanding and UX improved to 75%.

We’ve worked with credit unions, including PSCU, the largest credit union in the United States. PSCU noted, "Together, PSCU and projekt202 have worked to design and create new and engaging digital services that allow our credit unions to gain efficiencies in servicing their members and ultimately revolutionize the way in which PSCU services its Member-Owners. Continuing that work, the teams have also created a framework for consumer research and product design that ensures the products released will overwhelmingly meet and exceed consumer expectations.” We not only delivered with employee experience (EX) and customer experience (CX) projects, but helped their organization grow and mature their practices around user experience and customer understanding.

Result: Improved their CX and EX across a number of digital services and apps, as well as trained their team by utilizing projekt202’s methodology.

We helped a large group of loan retail locations with their point-of-sale solutions. We took the organization’s previously unsuccessful program and revitalized it by involving store managers and front-line employees, ensuring we designed and built a solution that works for them and their customers. Together, we aimed to improve efficiency and ease-of-use and give employees a more powerful tool to service their customers.

Result: Improved the employees point-of-sale system; for the first time, they ran an employee understanding program led by projekt202 so their systems work to increase employee efficiency and overall customer experience.

We helped a leader in convenient financial solutions gain a deeper understanding of current and prospective customers, providing insights into attitudes regarding a range of financial services and transactions across stores and a suite of digital tools. Our team provided the ingredients to elevate this brand as the leading competitor of alternative financial solutions. Via in-person observations, projekt202 developed personas and journey maps while helping the client prioritize future investments. We then used this as a base to redesign several tools and services, using this strategy as a guiding light.

Result: To help this company become a more modern digital leader in its space, projekt202 led client teams in a full customer-understanding program that drove improved UX for a number of services.

We are working with another large B2B provider of financial technology on several projects. In one recent project, we designed and developed a way to allow individual banks to build out their own experiences via WYSIWYG editors. Each bank has its own set of processes; now, they can self-service by hand-picking the data needed for onboarding and banking processes, with the added convenience of using data on-the-fly to render customer-facing experiences.

Result: projekt202 has been engaged with this client on many experience improvement projects, including company-wide design systems and tactical onboarding. With each project success, projekt202 is re-engaged to continue company-wide experience-driven transformation.

We worked with a large chain of well-known convenience stores seeking innovative ways to serve their customers. They already have millions of consumers in-and-out of their stores, but what else could they be doing? Focusing on their large millennials segment and concepts around under-banked customers, the projekt202 team observed, interviewed, and worked with this target audience to generate ideas of ways this chain could make their lives better and grow revenue in the financial services sector.

Result: Looking for new revenue streams, this program resulted in several brand-new services that were based on customer insights into investments for upcoming fiscal years. 

One client sought higher conversion rates on loan applications. To do this, we ran the current process through a number of activities that resulted in an actionable list of UX opportunities and a prioritized backlog ready for implementation. This included rethinking the first step in the application process, which had the highest bounce; rewarding return customers; improved messaging around approvals; and gathering the right information for retargeting.

Result: projekt202 helped this client identify several improvements through customer interactions. This was delivered as a backlog for the company’s internal technology team.

Reporting has also been a big area of investment. We worked with a top brokerage and banking firm to design a set of mission-critical reports for the retail advisor business. Our team created a set of Tableau reports to drive daily business decision-making, while providing visibility into the big-picture strategy of growing the business. The resulting designs much more closely represented the business goals and innovative leap forward desired by the client. As we collaborated further with their Tableau partner, some design compromises were made to find the right balance between configuration and customization. It was the financial company’s desire to avoid significant customization of Tableau, which would be difficult to self-support and maintain over time.

Result: projekt202 successfully understood the fintech challenges and delivered an improved solution to help the client grow its business.

projekt202 worked with wealth managers at one of the world’s largest international private banks to help them become more effective and productive by understanding what they needed from a digital solution. Although these bankers have a high level of expertise and knowledge, it was difficult for them to sift through mountains of data to determine next actions. Collaborating closely with their teams, we conducted contextual inquiries, workshops, and concept validation sessions to design a custom tool. This solution presents bankers with key information to allow them to best prioritize clients and tasks.

Result: This group needed to modernize processes and direct connections with customers. Based on customer and employee insights, projekt202 built a roadmap for the organization to follow.

Financial firms continue to invest in improving experiences, as the bar for these experiences continues to rise (Apple Card, for example). Customers and employees expect more from digital solutions. Thus, organizations rely on projekt202’s experience-driven team to help them move in the right direction while achieving their near-term business goals.

projekt202 is the leader in experience-driven software strategy, design and development. We have a unique and established methodology for understanding people in context — we reveal unmet needs — which drives everything we do. This leads to a crisp, clear understanding of the customer, which shapes the design and development of new solutions and experiences. We have the expertise, teams, skills and scale to deliver sophisticated software solutions that improve any and all touchpoints across the user journey.

projekt202 has spent over 15 years bringing to life and to market compelling experiences through our Experience Strategy & InsightUser ExperienceSoftware DevelopmentMarketing & Analytics, and Program Management practices. Our talented team has delivered emotionally-rich and intuitive solutions for global brands and clients such as 7-Eleven, Capital One, Dell, Mercedes-Benz Financial Services, Neiman Marcus, Samsung Electronics, and The Container Store, among many others.

projekt202 has offices in AustinChicagoDallas, San Francisco and Seattle.