Customer Perspective & Value Proposition

Österreichische Bundestheater

Task

Raiffeisen Bausparkasse provides mortgage loans to their customers. This process does not only require lots of information regarding the customer, his/her financial situation as well as the property, but also documentation that validates the correctness of the provided data. Due to these vast requirements and personal visits at the banking branch, this process is time-consuming, exhausting and sometimes non-transparent for customers. Digitizing and improving this process for customers represented the task at hand.

Approach

viable conducted interviews with potential customers, stakeholders and industry experts to unveil pain points that needed to be covered in the development of an MVP. An extensive customer experience map including the emotional ups and downs was developed. A viable-lead Scrum team then developed the MVP (Minimum Viable Product). The team had to overcome several challenges like automatic KYC checks and regulations on customer information such as the European Standardised Information Sheet (ESIS). This MVP is constantly being improved and further developed to fit customer needs in the best way possible.

(c) Raiffeisen Bausparkasse