The client is a financial institution located in Luxembourg. As part of their Transformation Program, the Bank wanted to accelerate and industrialize the definition of the customer journeys for all digitization projects. As a result the Bank wanted to have a library of personas representing their main clients in all the segments.
To determine who are the bank customers, our approach was based on several steps:
The use of these personas allows the Bank project teams to remain focus on potential users during the design and development of new journeys. The Personas have been integrated into a toolkit that will be used across the Bank and support marketing and innovation.