Launched
2019
Design Research
Service Design
Workshops
Research & Content Lead
Confidential
Mobile training capability building for a finance group
Enterprise Service
By conducting interviews with internal stakeholders, we gathered insights into the current training process and identified pain points from the trainers' perspective. They also shared hypotheses regarding what would be beneficial for intermediary bank sales staff in terms of selling new products and transitioning from traditional live training to online training.
Localized service capability support for top global wealth management group in China
The client launched its robotic education tool on Facebook in Singapore and obtained a specialized license in China for selling fund products through intermediaries. They established a local distribution team to educate foreign and local bank partners' sales staff about their products. While the team had been offering live training through face-to-face sessions and live video and tele-conferencing, the geographic distribution and sheer scale of the partner networks meant online learning was the only viable option to deliver training moving forward. Competition from the other recently licensed foreign asset managers provided added pressure.
The Service Blueprint played a significant role in this project, especially since it was initiated by the department responsible for delivering the training. From the very beginning of the project, we had direct access to the crucial backstage elements of the experience. I led a team, along with a strategist, in planning and conducting user research. We consolidated the research findings and assessed the support platform for insights. Additionally, we facilitated workshops with the client to define the MVP journey and deliver the service map.
Understand the existing experience
Generate Hypothesis
Based on stakeholder interviews, it was assumed that sales staff from local banks, foreign banks, and joint ventures had distinct training processes and pain points. To address this, we developed hypothetical journeys and utilized the "MoSCoW" matrix to determine the initial scope of the MVP from a business perspective.
Alignment on a tangible MVP plan
After conducting additional interviews with relevant parties and stakeholders, it became evident that there were differing expectations regarding feature and content priorities. To address this, an alignment workshop was conducted to share the in-depth findings and establish a consensus on the actions required to proceed with implementing the MVP.
Following comprehensive interviews with all relevant parties, including the business, partners, and end-users, we developed MVP journeys for two critical scenarios. These MVP journeys provided stakeholders with a clear understanding of the necessary actions and tasks to be undertaken.
Multi-actor Service Map
The project involved utilizing a range of design and research tools to facilitate collaboration between non-design departments and successfully implement the product. A multi-actor service map was created to illustrate how users would interact with the education platform and outline the responsibilities of each department at each stage of the process.
