Futurice

Bringing retail customer experience to the banking sector

We helped Moneycorp stand out from the pack with a comprehensive redesign drawing on our tech capability combined with user-centered design expertise and Moneycorp's own specialists.

Challenge description

As other sectors pushed ahead with customer experience-led change programmes, Moneycorp saw an opportunity to bring retail banking-style best practice to its own offering.

Using lean and agile ways of working, the engagement unfolded from an initial mobile user experience review and Service Vision Sprint (SVS) to a full platform rebuild project.

Futurice has partnered with Moneycorp since 2016 to design and build a new customer-centric platform and service experience. We’ve worked closely with their domain experts in navigating a complex mix of regulatory environments and financial systems, to co-create a best-in-class international payment platform.

We overhauled Moneycorp’s user-facing online platform for private and corporate customers, bringing in best-in-class modern web technologies (including React & Redux, Styled Components and Typescript). We also created an internal UI component library to support a white labeling solution and reduce launch time in new territories from six months to just one or two.

"This isn’t an IT project. This is a business change - the way your whole organisation interacts with customers is going to be different."

- Nick Haslehurst, CFO, Moneycorp

Heating optimization for everyday living

Around the world, the need to make buildings more energy efficient and reduce CO2 emissions is becoming increasingly important. One significant way to achieve this is to give building inhabitants new ways to more precisely monitor their temperature and humidity – and give accurate, timely feedback to energy providers. In the Fortum case, a way was sought to optimize the entire heating system, not only according to the current outdoor temperature but also based on a building’s indoor temperature and humidity.

From an idea to concept and valuable service

The starting point for this project was in June of 2016, as part of Fortum’s accelerator program, which provides a framework to conceptualize, design and test new services in a lean and customer-centric way. The potential of digital services to provide a significant differentiator in competition with other heating methods was identified, and it was noted that, when done correctly, digital services could enable significant customer value that would otherwise be unattainable.

The result is a service that allows each end user to monitor and adjust their building’s climate and send timely, accurate feedback. With this solution, the entire heating system can now be optimized, not only according to the outdoor temperature but also based on a building’s indoor temperature and humidity.

"The best thing about the service is that the heating costs for our building have decreased by 13% in less than a year.”

– Satu Lind, As Oy Espoon Kilonhovi