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BANKING

BBVA

Driving the sales of non-financial products

BBVA, one of the world’s largest financial institutions, asked Mormedi to redefine the customer experience at their branches with the aim to increase sales of non-financial products.

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BBVA

Our challenge

A Mormedi team made up of strategists, sociologists and product designers set out to understand the current status of BBVA’s portfolio of non-financial services, as well as communication and sales channels, and then design the best possible in-branch experience for its customers.

Our path

We carried out a thorough investigation of the bank’s services and products, as well as those of its main competitors. In addition, we conducted interviews with BBVA managers and customers to discover their ‘in-branch service’ needs and frustrations.

Mormedi’s team did an in-depth analysis of the various spaces in the bank branches and later created specific solutions for each, taking into account aspects of the context of purchase such as communication, type of product and customer service. Finally, to ensure the soundness of the solutions we performed concept testing, and based on the results opted for a simple and reliable one designed to satisfy BBVA brand staff and customers.

BBVA

Our achievements

Mormedi developed an integrated experience allowing the customer not only to playfully discover and choose the right products for them, including being able to set up credit arrangements in an easy 5-step process. While giving added-value to customers, the solution also motivated BBVA managers to interact differently with clients, offering them a more personalised service. The end result...more satisfied customers and an increase in non-financial product sales.

While giving added-value to customers, the solution also motivated BBVA managers to interact differently with clients, offering them a more personalised service. The end result...more satisfied customers and an increase in non-financial product sales.

 

 
 

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