Major Banking Provider
"Using customer insight to shape a new advisory service for an uncertain future landscape"
Developing and reaching a final proposition to launch nation wide.
With the Retail Distribution Review on the horizon, they asked us to help shape a new advisory service. Research was required to flesh out details of the optimised proposition and validate decisions the business had made on key aspects such as pricing.
The difficulty lay in anticipating how customer behaviour may change in order to model scenarios and design the optimal proposition.
This required a multi-stage insight and consultancy process, involving depth interviews with a range of customers and prospects, a conjoint-based survey to direct development of the ultimate proposition, and the design of a modelling tool to support the business case.