Improving customer experience with design thinking
Banking and financial services
Read time: 6 minutes
Our client is a leading bank in South Africa with a long-standing engagement with Zensar. Its cumbersome and lengthy manual processes were creating a poor user experience for its internal and external partners. This user ‘unfriendliness’ was proving to be an impediment to its growth and reputation. We stepped in with a design thinking approach to transform these processes, leading to enhanced customer delight and loyalty.
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