First-class customer service comes second to none for Metro Bank which is why its product team turned to 11:FS Pulse when it came time to take its business and commercial lending propositions to the next level.
11:FS Pulse saves us significant time when researching new features during the exploratory phase of product development.
11:FS Pulse saves us significant time when researching new features during the exploratory phase of product development.
Metro Bank signed up to 11:FS Pulse in late 2023 to gain a better understanding of SME and Commercial digital propositions and access user journeys that had previously proved challenging for the team to view.
Before using Pulse, Metro Bank’s product and customer experience teams had to manually research user journeys by asking around the business for anyone who had accounts with the brands they were looking to benchmark against. This is a common pain point for Pulse customers.
But after hearing about Pulse on the Fintech Insider podcast, the team decided to give it a go and they haven’t looked back since.
11:FS Pulse saves us significant time when researching new features during the exploratory phase of product development.
11:FS Pulse saves us significant time when researching new features during the exploratory phase of product development.
When it comes to launching new features or evolving existing ones, the Metro Bank team now turns to 11:FS Pulse and its library of 9,000+ user journeys during the research phase.
Speaking about the team's use of Pulse, Head of Product at Metro Bank, Adam Tarpey said; “11:FS Pulse saves us significant time when researching new features during the exploratory phase of product development. Each of our users can save upwards of 2 hours every week, which really adds up." The team has also seen benefits in how they collaborate using the platform; "We often use it during our weekly demo and competitor analysis meetings and as a result it creates a culture of exploration and learning within the Product team.”
With downloadable assets and expert analysis available for every journey, the team also uses the platform as part of the customer and competitor forum with the bank’s executive committee as well as during weekly product and UI/UX demo sessions.
Looking for inspiration in the SME lending space, the team took inspiration from a number of the 700+ brands available in the Pulse library but really dialled in on the UK market where they were able to research brands that were targeting similar customers.
Monzo’s onboarding - one of Pulse’s most popular journeys - was one in particular that the Metro Bank team kept coming back to during the development of their own proposition.
When it comes to launching new features or evolving existing ones, the Metro Bank team now turns to 11:FS Pulse and its library of 9,000+ user journeys during the research phase.
Speaking about the team's use of Pulse, Head of Product at Metro Bank, Adam Tarpey said; “11:FS Pulse saves us significant time when researching new features during the exploratory phase of product development. Each of our users can save upwards of 2 hours every week, which really adds up." The team has also seen benefits in how they collaborate using the platform; "We often use it during our weekly demo and competitor analysis meetings and as a result it creates a culture of exploration and learning within the Product team.”
With downloadable assets and expert analysis available for every journey, the team also uses the platform as part of the customer and competitor forum with the bank’s executive committee as well as during weekly product and UI/UX demo sessions.
Looking for inspiration in the SME lending space, the team took inspiration from a number of the 700+ brands available in the Pulse library but really dialled in on the UK market where they were able to research brands that were targeting similar customers.
Monzo’s onboarding - one of Pulse’s most popular journeys - was one in particular that the Metro Bank team kept coming back to during the development of their own proposition.
The next step for the team at Metro Bank is to look at customer self-service and account management and they intend to use Pulse to get an understanding of how other fintechs and banks deliver best-in-class customer experiences.
And with 150 new journeys added to Pulse every week, Tarpey and his team will be able to keep delivering first-class experiences for Metro Bank's customers; “11:FS Pulse is a great research tool for our team. The rate at which new journeys are added as well as the ability to request new journeys allows us to move at pace and research against the best.”
Following the Design phase, 11:FS worked with Citizens Access to define their strategy for the new proposition. This involved working through some rapid concept and user testing sessions to ensure the service design helped the customer overcome the problem identified in the JTBD analysis.
11:FS moderated workshops with the Citizens Access team to define the purpose of the new proposition, its core values and the tone of voice the brand should adopt. The outputs of these workshops were combined with the cultural insights to enrich the Stories to be Told and thus their product marketing and brand strategy.
We tested different ways the brand could pitch the new proposition and arrived at a compelling direction for the Citizens Access team.
Finally, leveraging 11:FS’ vast experience of getting digital banking products to market quickly, the team defined a Minimum Loveable Product (MLP) prototype, roadmap and set of execution principles. This left the Citizens Access team with a clear direction on how to design a new breakthrough proposition and get that into the hands of their customers quickly.
