Infusing Innovation in finance teams for scaling
Role: Customer research, Service Design, UX Design, Business Model design
In 2018, the Corporate Channels team at Danske Bank integrated an innovation project aimed at helping manage all financial needs of large corporates and business customers. The integration brought together agile and iterative ways of working that often clashed with how business colleagues were used to working in a traditional large financial institution.
After forming the new team to drive the project forward within the bank's organization, we needed to design ways of working that allowed both rapid exploration and iteration while maintaining attention to objectives, compliance, and risk management.
Co-creating new ways of working with agility and transparency
I was tasked with designing an innovation framework as the new ways of working. Recognizing the friction that agile development was creating for business counterparts, I conducted stakeholder interviews to understand and map business objectives from product development.
I invited both business and technology teams to co-create a detailed view starting with desired outcomes from each side. This co-creation led to a comprehensive process map that needed simplification.
Using insights from the mapping exercise, I applied design thinking to frame the problem from an aligned perspective and developed a simple framework using elements from various methodologies. After testing with both business and technology stakeholders, we created a combination of rapid iteration processes and gatekeeping with aligned input requirements.
30%
YoY revenue increase
18%
Churn risk reduction
75%
Spent more due to recognition
75
NPS Score
Simplicity built in for maximum team engagement
The new ways of working were adopted by the team and successfully balanced innovation speed with business requirements and risk management.
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