Financial Services
Designing financial services around people, not products.
We connect customer journeys across digital platforms, branches and service teams, helping financial institutions deliver better experiences while meeting regulatory requirements.
The problem we solve
The banking and insurance industry is under pressure to deliver better experiences across all channels while maintaining trust and meeting complex regulatory requirements.
73% of customers bank with more than one institution.
Customer loyalty can no longer be taken for granted. Banks must create more personal, connected experiences that give customers a reason to deepen the relationship.
82% of Canadians do most of their banking digitally.
As banks accelerate the use of AI, there is a risk that efficiency comes at the expense of customer experience. The opportunity is to use AI thoughtfully while preserving trust and human connection.
71% of Canadians still expect to visit branches in five years.
The branch is not disappearing, but its purpose is changing. Banks must rethink physical spaces around advice, relationships and complex financial decisions rather than routine transactions.
Areas of expertise
Our expertise has been shaped through years of working with customers, advisors, employees and financial leaders to improve the services people trust with their financial health.
-
We help financial institutions understand the people they serve, simplify complex journeys and create more personal experiences that strengthen trust, loyalty and long-term relationships.
-
We work with communities and people with lived experience to design more inclusive financial services that reduce barriers and improve access to financial support and opportunity.
-
We reimagine branches as places for advice, connection and important financial decisions, creating physical experiences that work seamlessly with digital banking and self-service channels.
What we do
We work alongside customers, employees, leaders, and frontline teams to understand the complete banking experience, identify barriers, and redesign services that improve access, trust, and the overall customer experience.
Assess Services
Develop a deeper understanding of customers and embed their needs into decisions across digital services, branches, operations and the wider organization.
Design Services
Design simpler, more connected experiences across digital channels, branches and customer support that help smaller financial institutions compete.
Build Capacity
Equip teams with the skills, tools and ways of working needed to continually improve services and keep customers at the centre of change.
Financial Services Case Studies
-
ATB Financial
-
Cooperators Insurance
-
Vancity
Learn how financial institutions become customer obsessed.
Download our report to explore how service design helps banks and insurance providers to improve experiences and design more human-centred services.
Which part of your customer journey needs innovation?
Let’s have a conversation about the business impact of putting people at the centre of business and digital transformation.