With customer centricity to a convincing user experience
For the easyCredit of the next banking generation, we rely on Customer Centricity
Everything chic, fast & easy: Consumers now expect to be able to do their money transactions without paperwork. Preferably via app and without small print. A big challenge for banks and credit businesses, which are known for incomprehensible clauses, formulas and lengthy processes. The TeamBank CX department and .diff are therefore working together to optimise the user experience for easyCredit.
Customer experience by conviction
Simple - that's exactly what the target group wants. In our close, partnership-based cooperation with TeamBank, we therefore first deal intensively with the needs and usage behaviour of the easyCredit target group. This is how we ensure that we develop products and measures that are convincing.
Away from the bank counter, towards digital flow
We start with the development of digital products around the framework loan, optimise ordering processes and credit management. We always base our considerations on the target group: Real people with real desires. We also keep an eye on IT requirements and economic interests.
Always at your side for advice
From the first thought of a loan to the actual loan application - a roller coaster of emotions. For us, accompanying customers on this path with advice describes a good customer experience. That's why we make sure that users feel fully informed and respectfully treated at all times when filling out the online application.
Excellent customer experience
Iteratively, we optimise our screen designs using methods from the fields of CX, UX and UI design. We acquire in-depth product knowledge and analyse benchmark examples. This is how prototypes are created that take into account the different needs of users, developers and the bank. Even before the official launch, we use customised user testing to ensure that the newly developed click path works and is well received by the target group. Then comes the fine-tuning: recording feedback from the target group and continuously incorporating it into the product.
Everything in view
Users should experience their loans the way they want to: They should have a clear overview of their instalments and be able to make changes quickly and easily. That's why we worked with TeamBank to design a native app with a customer portal for iOS and Android. Every detail is based on a user-centred concept, from the menu structure to the icons and illustrations to the information text.
Design thinking as a common culture of thinking and working
When it comes to solving complex problems and breaking new ground, we at .diff rely on design thinking. Just like the CX department at TeamBank - all of whom are trained Design Thinking Masters. Our methodological approach was therefore clear: understand the problem, build empathy for users, gather insights, spin off ideas, develop and test prototypes. In iterative loops, we approach the desired result together.
Prototyping & User Testing
During the solution finding process, prototypes help us to transform our ideas into a usable and assessable product in the shortest possible time and with little effort. This is followed by the first acid test: user testing with representatives of the target group. How does the prototype perform with the target group? Are our hypotheses correct? What can we still improve? The valuable feedback flows directly back into the design and optimisation of the prototype. In this way, more and more features are gradually created that provide users with real added value.
Agile work in co-creation
For our cross-project, agile collaboration on digital products, we had to network all stakeholders and departments on the part of .diff and TeamBank in order to communicate efficiently. Project management of visions and milestones, information flow and dozens of Scrum tickets: everything had to function smoothly. .diff has sorted the CX, UX, UI and DEV processes together with TeamBank to ensure smooth workflows of all parallel developments.
