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Service design Workshops for Mortgage

Deloitte Digital case study: Retail Bank 

Business Issue

While real estate market is on a growing trend in Luxembourg, the client was facing increasing pressure from different revenues and cost dimensions. The Mortgage journey had to be redefine in order to increase the customer's satisfaction.


To reduce each pain points of users, the stakeholders had to think together to find new original and efficiency ideas thanks to different exercises like:

  • Creation of personas
  • Customer journey mapping
  • Brainstorming sessions 
  • Prioritization of solutions

Value delivered

  • We delivered 3 different TO BE Customer Journey related to 3 different personas and a prioritized backlog of features 
  • We created an high level prototype to visualize the most important solutions found during the workshop

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