Towards a new service for small businesses

Objective

To increase the market share of Small and Medium-Sized Enterprises.

Hypothesis

The search for more personalized experiences makes small businesses’ owners much more demanding customers with the services they hire than ever before. By discovering the SMEs’ unmet needs BBVA can become their perfect
partner.

Process

First of all, we carried out a qualitative research consisting of in-depth interviews with the bank’s main stakeholders – areas and executives – and SME clients and non-clients. The main objective was to collect the needs and expectations of business owners as well as the main difficulties regarding the SME segment.

Based on the insights collected, we facilitated an ideation workshop where different stakeholders created solutions for the most pressuring challenges of the SMEs segment.
With a collaborative spirit, the session delivered a set of ideas that later on we clustered and transformed into robust concepts.

Finally, an implementation strategy was designed exhibiting how concepts could be brought to reality through execution deadlines and ease of implementation. The recommended tactics and general strategy was related to offering a more personalized service, creating a streamline processes and management and interacting with the client in a more empathetic way.

Outcome

The process culminated with a strategic report exhibiting an implementation roadmap of the already defined solutions.