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BANKING

Banco Santander

Making customer service more mobile

Banco Santander asked Mormedi to help them define the new user experience for their customer-facing staff, using hand-held devices, targeting small-to-medium (SME) business clients.

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Our challenge

Redesign the interaction between customer and staff in a way that led to improved satsifaction and increased sales. Once completed, Banco Santander aimed to introduce tablet devices and an improved app that incorporated the new design, for employees to use both in-branch and on off-site visits.

Our path

Competitor benchmarking, interviews with customers and staff, analysis, UX/UI design, strategy design.

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Our achievements

The result was a step-by-step rollout of the new strategic design involving all relevant aspects of the staff and customer experience and setting in motion a complex transformation that affected the structures of current processes, protocols and channels.

We defined a new experience for SME banking services and redesigned the main touchpoint: the Advance Gestion app for tablets.

 

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