A large retail bank was worried that the experience for customers setting up new accounts and setting up a mortgage when moving home was too lengthy and complicated. Volumes of repetitive documentation was being provided and the checks and processes were time consuming. The effect was that customers were leaving the process and moving elsewhere or complaining that their house-moves were being delayed.
We reviewed the processes and ran improvement workshops with stakeholders including the front line and compliance. We also took account of FCA research into ‘Smarter Communications’ and Behavioural Economics to understand how customers respond to written information and their experience of banking processes.
By focusing on key risks and the customer experience rather than rules and information we could show how the processes could be reduced by over 40%, keeping the key components but eradicating duplication, documentation that confused clients and unnecessary procedures.