Banco de Credito del Perú
Changing the future of banking in LATAM
The Challenge
BCP wanted to shift away from the “one size fits all" model was essential, towards a customer-centric approach and service ecosystem. Frog's challenge was to collaborate with BCP to co-design this new ecosystem and subsequently validate its effectiveness.
The Insight
Our design solutions were tailored to cater to different user mindsets and service needs, ensuring that each user had a personalized and seamless experience. By combining historical and cultural context and human-centered design we came up with the design of the new physical and service experience, bringing together the best of both worlds to create a future-proof in-branch experience.
The Outcome
We design and built four high-fidelity real-scale prototypes in a BCPs parking lot and tested each one in a four-month timeline, through more than a hundred hypothesis and experiment cards. Testing different choreography of the service allowed us to polish the experience journeys and reflect them into playbooks and a service blueprint per format.
Process
Once the initial design work was done, the team delivered a set of tools to bring into real-life consumer testing including service design blueprints, architectural guidelines, materials, and schematic packages used to develop full-scale prototypes. With a "fail fast and often" approach the team took an iterative mindset that not only addresses but solves complex challenges to create a truly customized and human-centric solution for the future of banking.
5 Formats
At the end of the process, we validated the desirability and feasibility of 5 new formats that will be part of the client's new agency network based on unique user personas and needs in the market.
4 Pilots
Using an iterative approach, prototype architecture and visuals were impacted and changed based on on-site testing, a rare occurrence in the architectural world. While testing teams included architecture and service to give a unique insight into not only services but physical elements as well. After validating our hypotheses through high-fidelity prototypes, the client gained the necessary confidence to proceed with the deployment plan.
“I’ve worked on several bank branch redesigns in my career, but today was the first time I realized we were missing many things. The rationale behind the results is very powerful, and that’s the power of frog.”
Helping us to bring change
Under conditions of extreme uncertainty, we used lean experiment methodology, which created more than 100 hypothesis cards, to collect and evaluate evidence related to the desirability of the proposal including new experience zones, services, and touch points. Informing not only service iterations, but physical touch points throughout the journey.
120 new branches
By the end of 2024, will complete rollout of the new formats across 120 new branches across Peru.
