BLUEPRINTING AN INVESTOR'S EXPERIENCE
Service Design
CLIENT BRIEF
To identify an investor's experience (from on-boarding to exit) for a global multi-asset management fund
Determine current service levels, processes and workflows supporting the current as-is experience
To ideate the improved future to-be experience, supported by the necessary processes, workflows, systems and infrastructure
Deliverables include Service Blueprints and facilitated workshops
METHODOLOGY
Introduced Service Design methodologies, templates to capture current and design future experience
Synthesised existing info and documentation (policies, processes, workflows, research, etc.)
Researched technologies, data and analytics that could uplift the future state
OUTCOME & RESULT
Designed and developed 5 As-Is Service Blueprints, from on-boarding to servicing to renewal/off-boarding
Worked with Senior Stakeholders across the client's business to review and sign-off current as-is blueprints
Ran a series of workshops to familiarise stakeholders across the business the objectives and desired outcomes of service blueprinting
