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August 27, 2025
Redesigning the banking service experience
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A prominent financial institution with a strong presence in Latin America, recognized for its digital leadership and commitment to continuously improving the customer experience.
The Challenge
During its digital transformation, the bank realized it was necessary to completely rethink the experience across its service channels (branches, call centers, and messaging platforms). The need to enhance these touchpoints arose both from technological obsolescence and from growing customer demand for more empathetic, fast, and personalized interactions.
The challenge was further complicated by differing internal opinions on how the new model should look. It was essential to align business objectives, technical capabilities, and most importantly the real needs of the users.
The challenge was further complicated by differing internal opinions on how the new model should look. It was essential to align business objectives, technical capabilities, and most importantly the real needs of the users.
Specific Objectives
- Enhance the digital customer experience through agile, secure, and omnichannel service
- Optimize operational efficiency by automating and integrating the bank’s critical processes.
- Drive technological innovation with scalable solutions that support growth and regulatory compliance.
Phases
Phase #1
Benchmark
Comparative analysis of experiences in the financial industry and other relevant sectors to identify best practices.
Phase #2
User Interviews
Collection of deep insights through conversations with real customers, identifying expectations, problems, and key behaviors.
Phase #3
User Journey Mapping
Visualization of current journeys and identification of friction points, enabling concrete redesign opportunities.
Results
This work transformed internal perceptions into actionable data and helped build consensus around a new user-centered service vision:
Initiative 1
Clear identification of gaps between internal ideas and actual user needs.
Initiative 2
Redesigned assisted channels, focusing on efficiency, empathy, and digital consistency.
Initiative 3
Strengthened collaboration between UX, CX, and business teams.
Iniciativa 4
Promoted a culture of research within the bank.
Conclusion
This case illustrates how KI Technologies’ expertise, integrated with client teams, can create a significant impact. Through a structured, collaborative, and user centered approach, we successfully redesigned a key business experience, raising service standards and reinforcing the client’s digital vision.
