In today's increasingly complex world, many long-standing consumer challenges remain unresolved. Despite exponential growth in the development and application of new technologies, banks and their customers continue to struggle with a range of fundamentally human challenges.

While technology is a potent enabler of many solutions, designing services that fully address the needs of consumers requires a truly human-centric approach. Successful service design seeks to strike the balance between customer outcomes and business efficiencies by considering the world from both perspectives. By weaving mental model methodology into service design approaches, banks can provide a consistent and high-quality experience across all channels, which is so crucial for customer trust, loyalty and retention. 

Download our paper to find out more.