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Aug 01, 2022
In Wellness Forum
In today's pursuit of efficiency, consumers who handle financial services have higher requirements for the financial industry. Banks are also constantly improving their service experience in the pursuit of service efficiency and service accuracy. This article takes the optimization of a bank's financial lending business process and product structure as an example to explore the way to upgrade banking services. This service upgrade is mainly based on unannounced visits by mysterious people, comparison of competing products, satisfaction surveys and user interviews, etc., to sort out the processing process and experience measurement of financial lending business, combined with the product characteristics and development direction of Xingfang, with service design as the core and driving force We will upgrade the experience in the lending business service process and product structure b2b data level to create a warmer financial product lending experience. 1. Analyze the problem and clarify the direction With the deepening of research, we found that due to the diversity of loan product processing channels and the multi-layered nature of users, there are obvious problems in the service experience of lending business, including cumbersome business processing procedures, cluttered offline and online processing channels, multi-channel failure, The business process and information are opaque, and users are passively accepted. In this experience upgrade project, we analyzed and discussed the status quo. Brainstormed with Xingfang, experts and KOL users many times, extracted four keywords of "simple", "fast", "visual" and "personality", and radiated and thought from the two dimensions of "product" and "service", Provide direction and guidance for subsequent experience improvement and product design.
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