Auditing customer experience across channels

In a crucial phase of its digital evolution, BNP Paribas, a well-established French multinational banking institution, realised the importance of conducting a thorough Experience Review. This initiative was geared toward deciphering intricate challenges related to user and customer experiences, ensuring that these aspects aligned with the bank's strategic objectives. Furthermore, it aimed to resolve three primary customer-related challenges. Our methodical approach, integrating exhaustive audits and forward-thinking methodologies, proved vital in identifying major areas of friction and confirming the efficacy of existing controls, laying the groundwork for significant improvements throughout the customer journey.

During our detailed UX evaluation, it became apparent that the quote payment options at BNP Paribas were causing delays, underscoring the need for a clear and immediate depiction of payment alternatives that fit within customers' financial constraints. The lead page, crucial for engaging installers, needed enhancement, specifically by adding social proof and a more efficient process for requesting product demos. Additionally, how new payment options were presented required simplification to better assist installers in grasping and explaining these options to customers. Our role involved offering actionable insights, ensuring content readability, and aligning the customer journey to facilitate the completion of tasks.

Our Experience Review laid a strategic trajectory for BNP Paribas, effectively tackling challenges related to UX and CX that previously impeded user interaction and conversion. Leveraging insights from our Experience Review, we propelled BNP Paribas into a decisive Product Sprint, directly addressing UX and CX barriers and enhancing user interaction.