Tesco Bank: Customer Service Transformation

Tesco Bank, a financial services brand, redesigned customer services by using design thinking in the UK.

Executive Summary

Modern Human worked in partnership with Tesco Bank's Design Practice to redesign customer services using design thinking. Most organisations are looking to automate customer service and reduce human contact but Tesco Bank worked with Modern Human to take a different approach. Together, we set out to understand the value that human customer service provides and the points in the customer experience where human contact makes a real difference. Understanding this enabled us to design the right colleague experience for customer service representatives: a colleague experience that empowers them to provide meaningful moments of human interaction.

Working in partnership...

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