I mapped the (investment) meeting experience from the advisors perspective across 3 different segments. In this case focusing on the personal banking segment.
After conducting a journey mapping exercise to evaluate the experience of our banking advisors during meetings, I identified the top 5 pain points. Most of these issues were linked to internal systems and tools, which are currently being optimized. However, my findings also indicated that there was enormous potential to enhance the meeting experience for both customers and advisors by providing better preparation tools. Based on these insights, we launched a priority project called "Prepare from Home." This initiative perfectly aligned with our strategy to improve the customer experience and increase operational efficiency.
Dream big, start small....
The goal for "Prepare from home" is for it to be the ultimate destination where Nordea not only equips customers for their upcoming meetings, but also provides training on various financial areas using video resources and input from internal experts. In addition, the platform will offer self-service options such as an agenda builder, tools for exploring one's aspirations and goals for the future, a financial health check, risk profiling, and the sharing of customer data across all kinds of customer meetings. With "Prepare from home," Nordea is committed to providing comprehensive support to customers in their financial journeys.
We started with a simple MVP making it possible to gather basic customer data, ensuring the customer can link external bank accounts to Nordea and asking them to do a pension prognosis (in this case on the Swedish minpension.se). We tested the MVP on customers in Sweden that helped us shape the last part of the concept.
