Concept Solution for an
Indian Multi-national Public Bank
This project addresses the dynamic shifts in the consumer durable market driven by digital transformation and tier expansion. Through market research and ethnographic studies, we identified key needs and pain points of merchants, customers, and point-of-sale interactions.
Our final delivery includes a robust value proposition for merchants, integrated opportunity gaps, and concept designs that ensure a seamless and enriched customer experience at the point of sale.
Concept Solution
for an Indian
Multi-national
Public Bank
Concept Solution for an
Indian Multi-national Public Bank
This project addresses the dynamic shifts in the consumer durable market driven by digital transformation and tier expansion. Through market research and ethnographic studies, we identified key needs and pain points of merchants, customers, and point-of-sale interactions.
Our final delivery includes a robust value proposition for merchants, integrated opportunity gaps, and concept designs that ensure a seamless and enriched customer experience at the point of sale.
Concept Solution
for an Indian
Multi-national
Public Bank
Concept Solution for an
Indian Multi-national Public Bank
This project addresses the dynamic shifts in the consumer durable market driven by digital transformation and tier expansion. Through market research and ethnographic studies, we identified key needs and pain points of merchants, customers, and point-of-sale interactions.
Our final delivery includes a robust value proposition for merchants, integrated opportunity gaps, and concept designs that ensure a seamless and enriched customer experience at the point of sale.
Concept Solution
for an Indian
Multi-national
Public Bank
This project addresses the dynamic shifts in the consumer durable market driven by digital transformation and tier expansion. Through market research and ethnographic studies, we identified key needs and pain points of merchants, customers, and point-of-sale interactions.
Our final delivery includes a robust value proposition for merchants, integrated opportunity gaps, and concept designs that ensure a seamless and enriched customer experience at the point of sale.
BLUEPRINT OF COLLABORATION
BLUEPRINT OF COLLABORATION
Project Overview
Project Overview
Concept Proposal
Sep-Oct 2018
6-Week engagement
Focused cities: Mumbai and Indore
Concept Proposal
Sep-Oct 2018
6-Week engagement
Focused cities: Mumbai and Indore
Team
Project Team
Project
Team
Design Director
Senior Designer (Me)
Engagement Manager
Business Analysts
Tech Expert
Design Director
Senior Designer (Me)
Engagement Manager
Business Analysts
Tech Expert
My Role in the Project
My Role in
the Project
Co-facilitated Lean Qualitative Research
Integrated Research Findings (Across Tiers, Merchant segments and Research formats)
Collaborated with Business to align solution goals
Assisted in Value Proposition Creation
Developed Eco-system-based Digital Concepts
Co-facilitated Lean Qualitative Research
Integrated Research Findings (Across Tiers, Merchant segments and Research formats)
Collaborated with Business to align solution goals
Assisted in Value Proposition Creation
Developed Eco-system-based Digital Concepts
MARKET TREND LANDSCAPE
MARKET TREND LANDSCAPE
OVERALL APPROACH: INSIGHTS TO CONCEPTS
OVERALL APPROACH:
INSIGHTS TO CONCEPTS
Capturing the Voice of the Customer
Capturing the Voice of the Customer
Conducted lean quantitative + qualitative consumer research to drive insights with different merchant segments across India (Tier 1, Tier 2 cities, organized & unorganized retail across various business types)
Uncovering the Ultimate CX Aspiration
Uncovering the Ultimate CX Aspiration
Backing the customer by a supportive banking relationship that is credible, accessible, transparent, flexible, and simple, that empowers by assisting the merchant through fluctuating business needs, while promoting a trust-driven ecosystem
Solutioning for Payments, Banking & Beyond Banking
Solutioning for Payments, Banking & Beyond Banking
Adopting a collaborative solutioning process to identify opportunity gaps and designing specific digital solutions to enable a POS based ecosystem play for the bank around Payments, Banking and Beyond Banking
VOICE OF THE CUSTOMER: QUALITATIVE RESEARCH
VOICE OF THE CUSTOMER:
QUALITATIVE RESEARCH
KEY TAKEAWAYS: RESEARCH FINDINGS
KEY TAKEAWAYS:
RESEARCH FINDINGS
EMERGING THEMES AROUND BANKING NEEDS
EMERGING THEMES AROUND
BANKING NEEDS
CONCEPT VALUE PROPOSITION
CONCEPT VALUE PROPOSITION
CX ASPIRATION + EMERGING NEEDS & OPPORTUNITIES
CX ASPIRATION + EMERGING
NEEDS & OPPORTUNITIES
FINAL CONCEPT: POS EXPERIENCE FOR MERCHANTS
FINAL CONCEPT:
POS EXPERIENCE FOR MERCHANTS