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Digital Transformation | EN

  • Text
  • Digital
  • Transformation
  • Architecture
  • Cycle
  • Enterprise
  • Discipline
  • Mobile
  • Technologies
  • Processes
  • Objects
Operationalization in Practice

Finance Starting

Finance Starting Situation Method The modern customer communicates with their bank using many different channels. Time and location play a lesser role. Are financial institutes ready for this? Even with banks being exposed to growing cost pressures? The founding of numerous FinTechs has introduced a new type of competitor to the market. As a result, traditional banks are being forced to modify both their organization and technology. To survive over the long term, companies will have to establish themselves as a digital presence in the market. Use Case Scenario While at an electronics store, a customer noticed a smart TV that they immediately wanted to buy, but would need to finance. However, they wanted to use their own bank instead of the electronic store’s finance department to do so. Digital Vision Three business ideas were identified that were inspired by technological possibilities and the customer experience that is expected in the financial services sector: •• Mobile payment - cashless payment •• Mobile financing - fast, online credit limit inquiries •• Mobile smart credit – mobile and immediate credit for smaller amounts An evaluation of the business ideas by the business manager led to the selection of “mobile smart credit”, since this concept would offer a considerable improvement of the customer experience: On the one hand, products could be purchased immediately, while on the other, eliminating the need for financial discussions with store staff, which can lead to uncomfortable situations when customers have poor credit ratings. Thus, they proceeded to scan the bar code on the television and sent it to their own bank along with a request for financing and the product information. The bank then offered them one or more financing alternatives. It also informed the customer what their credit limit was, which abruptly caused the customer to select the larger and more expensive model. The bank placed the funds in the customer’s account as soon as the purchase was verified at the checkout. 42 | Use Case Examples - The Digital Transformation Cycle in Use

Figure 10: Mock-Up of Mobile Smart Credit User Experience The touchpoints identified based on the digital vision assume a purely digital process controlled by the interested party. The identified user groups are thus very diverse, but all have the same objective: to use a smartphone to quickly and easily apply for financing with one’s personal bank. This can be done using an app provided by the bank. bank at the touch of a button. Scenarios for both a positive and a negative response to the credit request were developed, as well as scenarios for integrating social media and product ratings. A rather simple user interface presented itself when creating the app mock-ups (see Figure 10). The customer scans the bar code or QR code of the product, thereby accessing the product information. They then submit a credit request to their personal Use Case Examples - The Digital Transformation Cycle in Use | 43

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