Innovating banking services

Buying a New Home (Boligreisen) is the story of how DNB, Norway's largest bank, has taken hold of one of the most important events in the lives of customers, buying a new home, and used this to change both the bank’s services and as well as their organisational routines to expand on how they cater for their client’s needs. DNB is a market leader in communications and banking services, such as loans, insurance and private banking. Their goal is to become one of Norway's top 10 best-loved brands.

Service design to identify key measures for improvement

In this presentation you will gain insight into how DNB, with methods from service design facilitated by EGGS Design, identified key measures to improve the customer experience of their services and products.  Today the bank’s new service for moving home is implemented as a holistic user journey, consisting among others of digital banking services interacting with DNB's 3000 advisors.

Featuring

  • Christopher Krohn Eide, Service Design Manager at DNB
  • Jan Walter Parr, Lead Service Designer in EGGS Design

Credits

The film is a recording of the live broadcast aired at Doga in Oslo June 2, 2014. It is produced by PI Studios / Webcast for Norsk design- og arkitektursenter and is 49 minutes long. The introduction is by by Senior Advisor Judith Gloppen, Norsk design- og arkitektursenter.