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EY VODW helped Belfius enhance its digital customer journeys by designing and implementing a customer-centric transformation.
The better the question
Enhancing the digital customer experience for Belfius.
When Belfius sought to improve its digital customer experience, it turned to EY VODW to explore how to optimize its customer journeys. This inquiry laid the foundation for a comprehensive review of Belfius's digital interactions and user-centric touchpoints. The challenge was clear: how could Belfius, already considered a “love” brand, further enhance its customer experience by becoming even more client-centric?
The partnership between Belfius and EY VODW was born from a shared belief in customer-centricity. Over the past three years, we collaborated with Belfius on projects ranging from customer satisfaction to user-centric application interfaces. Our role in this case was to thoroughly map Belfius's existing customer journeys, identify pain points, and develop a strategy to enhance customer-centric thinking across the organization. The project was split into two main tracks: Transformation and Design.
By asking the right questions—how to streamline journeys and improve digital touchpoints—Belfius took the first step toward transforming its customer experience, ensuring the bank could continue to meet evolving customer expectations in a highly competitive market.
The better the answer
EY VODW’s Triple Diamond methodology enabled a co-created blueprint for Belfius’s digital transformation.
EY VODW’s approach to solving Belfius’s initial challenge was rooted in our Triple Diamond methodology. This framework, based on a blend of design thinking and agile principles, allowed us to work collaboratively with Belfius to develop innovative solutions while staying focused on customer needs.
Our 12-week engagement was broken into distinct phases:
In the first stage, we conducted in-depth market research, user interviews, and desk research to gain insights into the Belgian banking landscape and uncover opportunities for innovation. This work formed the basis of our problem statements, which we used to guide ideation and concept development.
Through co-conducted design studios, we worked closely with Belfius to address the key challenges in their existing customer journeys, particularly focusing on the Home journey. We used insights from our research to develop prototypes and concepts, which we tested with potential users to ensure alignment with both customer needs and the bank's strategic goals.
Finally, we implemented an MVP (Minimum Viable Product) of the new customer journey blueprint, which included a playbook to support Belfius in creating and iterating future customer journeys. This blueprint provided a clear and repeatable way of working, empowering Belfius to continue transforming its customer experiences long after our engagement.
What made this process unique was the level of collaboration between our teams and the bank. By involving the Belfius team in every stage of the project, we ensured that the solutions developed were not only innovative but also practical and fully embedded in the organization’s operations.
The better the world works
Enhancing customer satisfaction and retention by optimizing digital touchpoints and experiences.
The transformation of Belfius’s customer journeys had a significant impact on the bank’s operations and its customers. By improving digital touchpoints and optimizing the overall experience, Belfius was able to deepen its relationship with its customers, enhance satisfaction, and improve retention. Additionally, the new customer-centric blueprint provided the bank with a framework for continuous improvement, ensuring that Belfius could quickly adapt to changing market conditions and customer preferences.
The impact of this transformation extends beyond Belfius. The customer-centric approach we co-created sets a higher standard for digital experiences across the financial industry. As other banks and financial institutions look to improve their own customer journeys, they can learn from the work done at Belfius, where customer experience is not just a project but a core aspect of their ongoing strategy.
Client Feedback:
Belfius has praised EY VODW’s guidance throughout the transformation process. They’ve highlighted our collaborative approach and the tools we provided, enabling them to embed customer-centricity into their day-to-day operations.
Measurable Results:
How EY can Help
EY VODW pioneers customer-centric innovation and digital transformation for large enterprises.
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