Bank Zachodni BZ WBK asked us to innovate in the area of personal current accounts. The project was aimed at building the Bank’s image and acquiring new customers.
We worked closely with the Bank’s team and conducted a series of ethnographic interviews and expert workshops. We analysed what influences customers’ satisfaction and dissatisfaction with their bank and discovered account holders’ unmet needs.
During a joint workshop with BZ WBK, we generated several dozen ideas for new solutions to address the identified needs, and then developed concepts and prototypes of a new account. We tested the ideas in terms of customer appeal and technological feasibility, and then presented a recommendation of a new product to the Bank.
The solution launched on the market is called Konto Jakie Chcę (Account as I want it). Users can adapt the account to their own needs, switching on the functionalities they want to use, such as free-of-charge use of ATMs during international travel, automatic savings, refunds for bills or cashback for purchases. It is the users who decide which functionalities they want to use, and they know what they pay for.
Thanks to this new account, BZ WBK reaches customers with its range of cards, savings and insurance products as well as currency exchange services in an unobtrusive and friendly way.
‘Design Thinking proved to work brilliantly. The outcomes of the project conducted with Touchideas surpassed our initial expectations. ‘Konto Jakie Chcę’ is not only our flagship product for retail customers but it will also enable us to streamline our offering significantly.’
– Marcin Pawłowski, Director for Retail Marketing and Product Development