DIGITALISATION Q2 2021 1
What does it mean to have the customer at the cen
tre? It means that we focus on what will meet the customer’s needs in the best way, and that we exceed users’ expectations. To this end, we design our functions and services through needs analysis, customer testing, in-depth interviews, A/B tests, etc., in order to quickly be able to adapt and develop our services before further testing. In the future, we will work even more with customer feedback, as we want our users to contribute to the design of our services. A real-life example is when we conducted a survey in the corporate app, where we received a note that users would like to be able to print an invoice, which was an improvement we could implement to quickly deliver to customers. When someone asks you why they should work with app development at Handelsbanken, how do you answer? With us, you have the opportunity to grow, in terms of both expertise and as a person. The entire organisation is filled with talented colleagues who gladly share their knowledge, and the climate is very open. Our services are used by 1.5 million people, so if having an impact on people’s day-to-day lives and also playing a role in forming the future in a societally important area is interesting, there are major opportunities to do so with us. We want to work close to the customer and use feedback from them to change what we do just as quickly as when a local branch decides to, for example, adjust its opening times according to customers’ needs. This is important if we are to stay relevant to our customers! “The customer is always at the centre when we discuss the priorities for our development.” HANDELSBANKEN 37