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

 
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