Trust and safety – for customer and advisor alike

"We gained new knowledge and inspiration from Manyone. "

Steffen Elberg, Senior Product Owner, Jyske Bank

Jyske Bank extends a distinctive service to its high-net-worth customers through Jyske Investment Partner. This popular service provides a high degree of personal advisory from a dedicated bank advisor. The product's success largely hinges on the strong relationship between customer and advisor. However, the intensive manual labour puts pressure on the advisors and raises the fear of making mistakes.

Introducing automation can help advisors shift their focus from manual tasks to curating and communicating investment strategies, enhancing the value of their advisory role. While automation and self-service may risk the high level of trust and safety customers currently experience, we believe that, if implemented correctly, they could meet unanticipated customer needs for autonomy, inspiration, and flexibility.

Stop the guesswork

The close relationships between individual customers and advisors are hard to scale and difficult to gain structural insights from. Yet, these insights are invaluable for Jyske Bank in creating new solutions for advisors and customers.

The challenge was gaining structured and actionable insights into the trends in the different relationships.

The goal was to leverage these insights to create better digital solutions for customers without losing the benefits of close personal relationships.

Co-creating a "train the trainer" process

Jyske Bank aimed to enhance its ability to target outside-in perspectives in its organisation to gain insights into the relationships between customers and advisors.

Manyone facilitated a "train the trainer" process involving two teams from Jyske Bank made up of business developers, product owners, and UX designers. Through co-creation sessions and design workshops, we conducted key activities together.

These sessions focused on enabling actionable insights by identifying behavioral segments among the customers and mapping out their investment journeys to identify potential improvements.

"Through interviews, we gained valuable insights and knowledge about our customers. This provided input for mapping the customer journey in our service blueprint. Beyond that, the insights have benefited many roles across our whole business."

Steffen Elberg, Senior Product Owner, Jyske Bank

The value of working with the service blueprints

Deliverables

As a strategic partner, Manyone identified obvious potentials across the service blueprint relevant to the two squads involved (work with both the advisor systems and self-service for customers).

Insight and foundation

Customer journey mapping

Opportunity mapping

Workshop Facilitation