How can bank keep their place in their customers' lives in the time of ubiquitous banking?
With traditional industry borders disappearing, and financial services becoming ubiquitous, financial institutions are facing new challenges - their services are becoming unbundled, and rebundled around customer relationships and experiences. Banks are facing a fork in the path: they either start innovating their services around experiences instead, or they will become the infrastructure providers. Both paths can make sense, but they require drastically different mindsets, methods and structures.
Highs and lows of our journey during building up the design competency at MKB Fintechlab