Service Design and Banking

Denmark’s fifth largest bank, Sydbank, has a strong sales and service culture. In the summer of 2015 they wanted to further improve it by focusing on the quality of their internal credit assessment.

Inspired by service design and design thinking, Workz prepared and facilitated a series of workshops and meetings where selected sales representatives and managers dived into the issues.

With guidance from Workz we identified radically new solutions to some of the challenges

Using process tools like Storyline, scenarios, and work boards we helped them map and analyse the current workflows and chart the bank’s compliance and sales culture. We identified which barriers prevented change and came up with ideas for new solutions.

After less than half a year’s work the project had already resulted in a series of concrete changes that are now being implemented in the organisation. The ideas range from changes in workflow, IT systems, KPIs and internal communication.

“Our service design process, which included two workshops facilitated by Workz, provided numerous new and valuable insights. With guidance from Workz we identified radically new solutions to some of the challenges” says Bjarne Larsen, Deputy Group Chef Executive, Sydbank

A year later the work showed itself in the statistics. A 50% decrease in the number of skipped deadlines being one of the most impressive numbers.