As one of the UK’s leading provider of pensions and investment funds, our client was facing 3 challenges:
- To respond to regulatory changes arising from the Environmental, Social and Governance (ESG) changes being adopted with Financial Services
- To meet the needs of a wider investment audience that wanted to understand how to invest with a broader sense of responsibility; and
- To implement the wider impacts of Sustainability within their organisation and their connected parties including the adviser network.
Approach & Concepts
We adopted a Service Design approach to first uncover the needs of investors and advisers, before moving into ideation and designing a new future experience to address sustainability themes.
A key to our approach was early use of prototypes - concepts to provoke thought from the investors and advisers, prior to moving onto more comprehensive prototypes.
A second key element was developing the behavioural models of what needed to change - specifically how to introduce the parameter of ‘Responsibility’ alongside the historical investing decision making parameters of Risk and Return. Our 3R model approach set out how the communication of this new mental model could be undertaken for different investors and advisers, according to their behavioural archetypes.
Prototyping, behavioural models, user testing, focus groups, business case analysis, roadmap creation
Responding to regulatory changes arising from the ESG changes, meeting the needs, meeting the needs of a wider investment audience, implementing the wider impacts of Sustainability within the organisation.
Spotless package recommendation
Prototype, Test and Learn; Elevate Your Existing Business; Set Your Strategic Direction; Design Your Future; Totally Understand Your Customer