Journey Mapping the OP Experience
Journey Mapping the OP Retail Experience
experience design @ Eight
OP, a Finnish financial co-op company, asked Eight to reimagine their retail experience. We designed OPen House, an integrated digital-physical concept. The three user journeys below exhibit the mission of supporting OP customers with education, expert advice and services benefitting all aspects of their lives.
Young Adult, Miika
“My parents and other ‘old’ people don’t take my dreams seriously. They tell me I need to learn to save for the future. I do want to save, but I also don’t want to compromise. I am still young. Now is the time I should be exploring and making the most out of life.”
How do we capture the attention of young adults and introduce them to the OP Service Portfolio?
Making best use of Ambassador insights and social media data, deploy targeted messaging and OP Meet intercepts to capture their attention. Engage them with OP Vision tools and prepare concierge profiles for future OPen House visits and events. Automate their visit welcomes and impress them with tailored information served up on the spot via and AI optimized Smart Greeting. Discuss ambitions on their terms and invite them to hang out in the Common Area.
Adult SME, Matti
“I have been working on an idea for my own business, but I need more connections before I am willing to make the life change and investment.”
How can OP be an entrepreneur’s high of mind and their first choice?
An ongoing Event program addressing the needs of SME clients promoted through marketing channels, the Social Platform, and featured on the Marquee consistently keeps SME services as a consistent OP theme. OPen House is the ‘go to’ SME service center in the community. Use the Common Area and Coaching Lounge to promote networking and light co-work and business skills sharing and development. Promote the coaching and networking experience so SME’s see OP is a conduit for growth.
Middle Age Corporate, Riina
“The business has been my life for so long. I’m not sure I know how to function without it. Even if I wanted to slow down, there is no one to take the reins. I don’t know what the future holds, but I know I can’t let the business die with me.”
How can OP help business leaders grow and realize more personal rewards and wellbeing?
Using Dashboard data and Ambassador insights, build targeted Events around challenges facing OP community business leader customers and invite them directly using push notifications. Inspire them to inquire and listen to their needs and concerns and direct Coaches to anticipate more than a tactical need — they may be facing broad challenges effecting their employee and personal wellbeing. Topic Specialists and Coaches can work together to address different requirements.