Enhancing the clients’ investment experience In the search of offering a value added to customers this bankdiscovered new opportunities by understanding their pains & needs. Client BBVA Industry Financial Services Fields of Work User Research, Customer Experience, Design Strategy. Tools & Methodology Persona Profiles, In depth Interviews, Trends Scanning,Customer Journey Map, Ideation Workshops,Value Proposition, Strategic Roadmap. Role Lead Design Strategist (+ junior member of the client’s team)*.*Note: The visual design was developed by another team. Objective To increase the portfolio and volume of investment clients. Hypothesis By understanding the client’s experiences when getting information, contracting and rescuing investment products we could be able to customize solutions that meet people’s needs. Process We understood the business needs and guided collaborative activities to collect the internal vision of the clients’ experiences when investing. These hypotheses were the foundation for the user research, carried out later on. Through contextual interviews with different profiles of investors we discovered common patterns about their relationship with the bank and their investment behavior. These evolved into insights that exhibited areas of opportunity for helping clients make better decisions when investing. We run a secondary research, collecting trends and best practices that served as an inspiration for the project. Based on previously defined design principles, we carried out an ideation session that focused on transforming customers’ pain points into new solutions. Among the concepts, we proposed new tools for informing the client before investing, a “journey map to-be” with improvements on the service and different communication channels and a concept of digital platform with features to easily invest. Outcome The process culminated with a strategic report exhibiting an implementation roadmap of the already defined solutions. Client BBVA Industry Financial Services Fields of Work User Research, Customer Experience, Design Strategy. Tools & Methodology Persona Profiles, In depth Interviews, Trends Scanning,Customer Journey Map, Ideation Workshops,Value Proposition, Strategic Roadmap. Role Lead Design Strategist (+ junior member of the client’s team)*.*Note: The visual design was developed by another team.