BNP Paribas - Bringing teams together
Challenge
Improve the end-to-end experience for customers by bringing disparate teams together
BNP Paribas Wealth Management experiences a variety of challenges around collaboration and knowledge sharing across the organisation. They wanted to use a seminar to bring their teams together to solve complex and wide ranging challenges.
I oversaw a team of Service Designers in delivering a three day workshop involving 70 senior client employees and stakeholders. The workshop utilised design sprint methods involving systems mapping and storyboarding, resulting in the definition of ten new initiatives that the client took forward.
Who are the actors involved? What is their journey?
Interviews
To understand the environment that BNPP Wealth Management employees operated within, we conducted 14 interviews with staff from across the business.
These allowed us to understand the flow of the client journey as well as how staff from the Front Office, Middle Office and Back Office work together to service clients.
Customer Journey Mapping
Based on the interviews, we created a Customer Journey Map showing how all BNPP functions contribute to the client experience and what their individual points of interaction are.
Pain Points & Opportunity Areas
The Customer Journey Map identified the areas of pain and opportunity within the current process.
What are we trying to solve?
To provide a starting off point for ideation within the workshops, we used the “How Might We?” framework to define each challenge.
A total of 10 challenges were identified based on insights gathered from the interviews and journey mapping. Each challenge was framed to be specific enough to solve, but open enough to allow for ideation.
Thinking differently by working differently
The agenda of the workshop was formulated using the Double Diamond framework. This provided a clear structure to inform all 70 participants as to what activities they would perform each day. Using the Double Diamond not only helped us plan the workshop, but also gave the BNPP teams real-life experience in using this framework and applying it to real business challenges.
Collaborating to solve new challenges
The 70 participants were split into 10 teams. They started with a paper prototyping activity to map everything they knew about the “system” that impacted their challenge.
Participants brainstormed on an ideation canvas, where they had to write or draw one idea per minute. This was a solo activity, meant to flesh out all of the ideas that were buzzing in their heads!
Teams co-built their ideal TO-BE state, using the “business origami” method - which uses physical elements to allow groups to co-build a tangible representation of any system.
From challenge to reality
The final activity of the workshop required participants to present their solution in a convincing 5 minute pitch, given to the Co-CEO of BNPP Wealth Management and the Head of BNPP Wealth Management in Monaco.
To help them prepare the pitch, we provided each team with a presentation template to structure their thinking and gave them time to practice their pitches with group moderators and other participants.
Push them further
With the final solutions refined and agreed upon, we then prioritised them in terms of the level of understanding of each solution and the desire to take them forward within the business.
Following the prioritisation, owners within BNPP were named as the people who will be responsible for taking the solutions forward.
What we achieved
70
Happy Participants
500
Ideas
10
Pitches
10
Solutions