Our client, a high street retail bank, was seeking to digitise their commercial mortgage product and also to prototype an agile way of delivering transformation throughout the bank.
Currently, the commercial mortgage customers didn’t have direct an online/ mobile channel and the application and execution processes where largely paper-based, time-consuming and inefficient.
The challenge was to rapidly develop a compelling customer journey supported by digital technology which was not just the conversion of the current operation from paper to online.
Furthermore, the bank sought to trial and iterate the way it designed and delivered change to make it faster, more relevant and overall more effective.
Gate one led the Customer Journey Lab for the commercial mortgage customer journey. This lab was one of a number set up to incubate the design and development and execution of business change.
There was a multi-skilled team focused on a scrum-based methodology to design and deliver the digital commercial mortgage offer. The lab team consisted of product owner (lead), design lead, business architect, business analyst, developers, service designer, technical architect and PMO/Scrum master.
The dedicated team ran sequential sprints testing minimum viable products to customer groups to quickly iterate to a scalable solution.
Within nine months the team had successfully demonstrated a compelling scalable customer journey for commercial mortgage customers.
This customer journey lab, along with others proved the concept of the Lab leading to the bank taking the strategic decision to switch all of their internal business transformation to this way of working from a more convention function led waterfall approach.