Financial Services Group
Accelerating digital customer adoption
A prioritised digital adoption strategy aligning enterprise investment around approximately ten million customers.
Business Challenge
Only 30% of customers were actively using the organisation's digital channels. Low adoption constrained customer experience improvements and slowed the wider digital transformation agenda.
Leadership needed a clear view of the barriers to adoption and a coordinated path to improve digital engagement across a customer base of approximately ten million people.
Our Approach
We conducted user and customer journey research to locate points of friction across discovery, onboarding, use and ongoing engagement.
We combined the customer evidence with commercial priorities and delivery constraints to establish where intervention would create the greatest impact.
The Solution
The resulting strategy identified twelve prioritised initiatives across usability, functionality, onboarding, personalised support and targeted communications.
A coordinated roadmap gave leadership a basis for aligning investment, ownership and enterprise-wide execution.
Business Outcome
The engagement aligned leadership around twelve practical initiatives and a coordinated investment pathway. Verified post-implementation adoption results were not included in the supplied engagement material.
Related services
Capabilities behind the outcome.
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