A single poor customer experience can result in decreased customer loyalty, negative reviews, and even customer churn. Post pandemic, successful FIs will be those with a customer-centric culture that enables them to monitor customer behaviours and quickly adapt their financial solutions to match customers’ needs and expectations.

Developing such a culture requires breaking down organisational silos and embedding a user-centred approach to digital product development. By putting design at the centre of all business operations, it enables you to create modern, frictionless, and personalised experiences. But design isn’t just limited to new solutions, it can be used to improve the value customers get from your existing solutions.