Case Study

Fintech App Marketplace Acceleration

With so many global stakeholders, perspectives, opinions along with changing priorities, how do you generate alignment and accelerate to meet business goals?
starting point

Challenges

01

The company made a big investment in platform modernization & had to quickly demonstrate results

02

3rd party app contributions were rising but Financial Institution (FI) adoption was not increasing fast enough

03

Attrition and silos were causing strategic misalignments & frequent pivots

04

The ROI and business proposition
narrative was unclear to customers

05

Internal disconnects between
company product teams and platform team slowed App integrations

06

Lack of research and stakeholder
assumptions created gaps in the solution

Strategy

Approach

Maturing operations and business models

Adopting a human-centric mindest

Team adopted the Design Thinking framework to create necessary alignment with the team & guide product direction

Deep dive into multiple persona challenges in the orchestration

Customer co-creation & research

Inclusion builds trust with partners and customers

Across department and organizational boundaries

Validate & supplement the findings

Platform strategy

Develop & align products & business models with consistent experiences

Include all actors across the orchestration

API first on a modern tech stack

Lean & agile models

Clarify through experimentation

Develop in Program Increments step-by step based on the validated  journeys

Monitor & scale

Evaluate mindset shifts & skill improvements

Scaleable processes & structures

Tracking outcomes

Strategy

Activities

Uncovering the gaps and opportunities to get to the root causes
11

Competitors Reviewed

From both Fintech and Retail platform verticals to learn gaps, inspiration, opportunities
12+

Customer Interviews

Split across several sessions with various customers to validate personas & uncover critical insights
13+

Design Thinking Sessions

Facilitated the focus on the Buyer journeys for 120 days
240

Ideas Generated

Ideas were weaved into the end-to-end experience to motivate and increase conversions
8

Feedback Loops Tested for MVP

Based on persona demographics
16+

Cross-functional Teams Engaged

From Sales, Process Excellence, Product, Design, Development, Data, Marketing through to Customer Success
Results

Outcomes

Reducing risk, identifying customer value proposition, gaining buy-in…
4mo

Launch MVP in 4 months

Shifted team mindsets, built trust and accumulated a large backlog of ideas for continued improvement every Program Increment (PI)
22%

Increase in conversions 3 months after launch & growing

The team agreed on points of conversion across the sales cycle and realized significant uptick
54%

Increase in velocity over 4 mo

Aligning team on personas, insights, common design system and clear MVP created more efficiencies for the international team allowing easier scoping and less rework
91%

Average cost reduction in UX & Tech debt

Customer validation on proposed solution caught many gaps early prior to development and brought to light previous oversights
Communication is good

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