CASE STUDY | UK CHALLENGER RETAIL BANKDerisking a proposition launch by embedding customers from day one.
Risk
A UK challenger retail bank found its products were reaching near-finished development before customers saw them - a pattern that was validating what had already been built rather than improving what was about to launch.
Decision
We helped the bank unpick the problem and find a better way forward. They chose to make customer insight a continuous, democratised resource, embedding it early enough to influence decisions and giving every team in the business live access to customer sessions immediately after they happened.
Outcome
Propositions now reach market with customer evidence already in the foundations, not bolted on at the end.
30%
fall in research costs as session frequency increased
It just makes everything super efficient… We’re connecting with customers on a really frequent basis, listening to what customers are saying… and we are acting on it.”
“
Head of Customer Design