DIGITALISATION Q2 2021 1
framework. This helps to give each individual’s b
est ideas the spotlight, and the potential to be realised, given that brainstorming, development and the gathering of feedback from customers all take place within the same team. “Innovation requires bravery, room for creativity, and welcoming curiosity in the way we work,” says Linn Blomgren. “Solving complex problems is like walking through the dark with a torch that only lights up the two metres just ahead of you. It’s often marked by uncertainty, instability, and unexpected obstacles. But one cannot be afraid to make mistakes, otherwise no progress will be made. One has to keep moving forward.” Work is constantly ongoing to try and shorten the development loops, and to find ways to quickly and simply experiment and test on each step of the way, to be as cost-effective as possible. However, there is major potential to make further improvements to our working methods, in order to absorb more learning and iteration into our product development. “There are many examples of times when short loops and iterative process that also involve customers have resulted in faster, more relevant development,” concludes Linn Blomgren. “This may relate to everything from user testing, re-using previously developed interfaces and analysing data about how customers use a solution after launch. All of this contributes to quickly being able to adapt and update solutions. It is always crucial to follow up and see what can be done better – for the customer, for the business, and Handelsbanken in general. Focusing on the outcome.” Pilot: Chat via mobile A pilot is currently being prepared for communication with customers via mobile. In this pilot, customers will be able to communicate with the Bank – securely, and following identification – via a chat function, as a new, additional channel. This gives our customers even more opportunities to make contact with us where, when and how they want. HANDELSBANKEN 23