Top Bank
About Top Bank
The work made for Top Bank runs to 1 verified project since 2022 — mostly Programatic, eCommerce and WebStrategy.
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Journey Mapping Financial Services
Method' client is one of the largest banks in the United States. It employs over 259,000 people, serves one in three U.S. households, and has a market capitalization of over $222 billion. After over 20 years of mergers and acquisitions, the bank realized their processes for completing many transactions - stopping a payment, getting a refund for an overdraft, and more - were not consistent across the organization or across channels, creating substantial issues for staff and customers. Standardized processes for better employee and customer experiences As the bank's journey mapping agency of record, Method partnered with multiple business units to create, implement, and maintain 22 journey maps. The maps themselves are designed to clarify the ideal flow, making processes more consistent, and delivering better customer experiences. They also providing a canvas for ideation, framing new opportunities for ongoing improvement and innovation. A collaborative way to understand how people experience the service through every touchpoint and channel With their journey mapping expertise, the bank has broken down silos and aligned disparate teams around the customer experience. Together, Method has identified key areas of opportunity and innovation that have increased efficiency, consistency, and customer satisfaction. Shaped a more consistent customer experience: Method standardized processes across channels to make the customer experience more consistent. Eliminated inefficiencies: By identifying and eliminating inefficiencies, Method accelerated customer service processes. Encouraging ongoing improvement: Supporting maintenance and innovation to ensure ongoing improvement. https://www.method.com/work/ Credits: Method