Finnish Financial Group
Service Design for Business Banking
Client
Finnish Financial Group
Industry
Financial
Services
Growth Concepts
Challenge
The situation
How to design seamless, customer-centric digital services for SMEs and corporate clients within a complex financial group covering banking, lending, insurance, and more? The ambition was not only to improve digital touchpoints, but to explore new business opportunities beyond traditional banking — while embedding design methodology into daily operations.
Approach
What we did
Digital Rebel led service design for SME and corporate digital services across mobile, web, and internal tools over a multi-year engagement. We created service concepts spanning payment services, lending, insurance, invoicing, wealth management, agreements, access management, and customer support — while actively exploring new value opportunities beyond traditional financial services. We defined and embedded a structured design process that became the standard way of working: customer research, journey mapping, service blueprints, prototyping, and usability validation. Each domain received dedicated design attention, ensuring consistency across touchpoints while accommodating domain-specific needs. Beyond concept creation, we coached the in-house design team, established quality standards, and ensured design decisions were traceable to customer needs and business objectives. The design process eventually scaled beyond the initial scope as other business units and teams across the organization adopted the methodology, making customer-centric design an integrated and permanent driver of business transformation.
Results
Where it landed
Over the multi-year engagement, service concepts were delivered across payments, lending, insurance, invoicing, wealth management, agreements, access management, and support. The bigger outcome: the design process itself became the standard way of working, scaled beyond its original scope as other units adopted it, and the coached in-house team carried it forward. Customer-centric design became a permanent capability, not a project.