Customer Experience in the Digital Powerhouse
Banks have been under immense innovation pressure in recent years. The current negative interest rate environment makes holding cash less attractive for both customers and banks. Today, customers expect their banks to provide services around the clock and across a multitude of channels. Digitalisation is key.
As a leading Swiss retail financial service provider, PostFinance offers its 2.7 million customers a broad palette of digital services. With four new, seamlessly integrated investment solutions, PostFinance is adding an important new element to this offering. Even in the current economic climate, these new solutions give customers targeted opportunities for long-term wealth building.
Nose’s Interactive Experience Team, together with PostFinance’s UX team, developed the customer journey for these new products. We designed the user flows for opening and using the different solutions, embedding ourselves in the development sprints and enabling qualified decisions through rapid prototyping. We expanded the catalogue of interface elements, placing particular emphasis on clear infographics and charts. We supported the implementation through to launch, ensuring a compelling customer experience for these important products.
The new offerings cater to the needs of different customer groups. With E-Asset Management, customers choose an investment strategy and delegate portfolio management to PostFinance, which continuously monitors and adjusts the strategy as needed. Investment Advisory Plus is aimed at wealthier customers who wish to actively manage their investments. They benefit from comprehensive individual advice—either fully digital or with a specialised advisor—and select both their investment strategy and focus. With Basic Fund Advisory, customers make their investment decisions independently but can receive advice if desired. In Self-Service Funds, customers decide entirely on their own which instruments to invest in. All four offerings share the fact that contract conclusion, onboarding, and portfolio management are 100% online.
The new investment products have been available on the PostFinance website since early May 2020.
