Developing a technological roadmap to enhance customer intimacy for an international B2B fintech platform

Background
Technological development in the realm of fintech seems boundless. Yet not all are equally promising and certainly not all are relevant for a particular company. A large international platform servicing thousands of financial institutions felt overwhelmed by all the requests for further ‘innovation’ and change. For management, it was important to combine these desires for innovation with their core proposition as an undisputed, solid networking platform.

Our involvement
Together with management, we first determined the key drivers of current success for the platform: what qualities made them strong and unique for different (types of) customers. Subsequently we unravelled the interaction of the network and its individual users (up to several thousands of professionals within a customer-institution). An understanding on this granular level allowed to identify the actual opinion leaders within the large group of users.
We enabled rapid prototyping by organizing a systematic user dialogue on novel features. Subsequently we developed a procedure for continuous monitoring and sampling relevant opinions to gauge needs and worries as a roadmap for future product development.

Result
Using logic, rapid prototyping and close collaboration with client management and their customers we helped create a working ‘compass’ through unchartered territory within a short time period.

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