Mobile Bank Digital Channel Service Design
Challenge
How to design seamless, customer-centric digital services for both SMEs and corporate clients in a complex financial group covering banking, lending, wealth management, insurance, invoicing, other SME/corporate customer services and customer service?
The task was not only to create a totally new OP Business Mobile digital customer channel, improve corporate op.fi, and clerk tools, but also to discover and shape entirely new business opportunities beyond traditional banking.
This required embedding design methodology into daily operations, aligning diverse stakeholders, and leading a design team to consistently deliver validated, scalable service concepts across multiple business areas.
Customer
OP Financial Group
How did we help?
Designed services for SME and corporate customers on mobile, web, and clerk tools.
Created concepts for banking, lending, wealth, insurance, invoicing, and customer services.
Discovered and shaped new business opportunities beyond banking.
Used methods like research, journeys, blueprints, personas, prototypes, and validation.
Drove customer-centricity by defining and embedding design process
Led and coached the SME/corporate design team.
Solution
Digital Rebel led service design for SME and corporate customers OP Business Mobile as well as, some of the web, and in-house tools.
Created service concepts spanning banking, lending, wealth management, insurance, corporate invoicing, contract and access rights management, and customer service, while exploring new business opportunities beyond traditional banking.
Skilled in design methodologies (such as research, journeys, blueprints, personas, concept visualizations, prototyping, validation) and driving customer-centric and data-informed ways of working.
Defined and embedded design process which was later copied to other parts of the Financial Group, led the SME/corporate design team.
We helped create a new digital customer channel, the mobile bank by aligning business, customer needs, and technology — delivering a modern, user-friendly service that drives real business value.
Jenni Saarenpää/CEO
jenni@digitalrebel.fi
+358 45 868 4790
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