Sharing knowledge to grow and learn from each other is one of the key principles we are following here at Service Innovation Labs. Therefore we strive to exchange with the community and host and organize MeetUps frequently in our office space. In April we had the chance to invite the Service Design Drinks (organized by Service Design Berlin.) In front of 60 community members we presented the learnings we gathered during implementing a B2B fintech service called „Bonitätsmanager": Our wild days of implementation.
Two of our SI Labsters, Timo Kuske and Audrey Liehn, who were involved in bringing the Bonitätsmanager to reality as a Business Designer / Product Owner , respectively Service Designer / Co-Driver , led 60 people through the evening with a presentation and a subsequent exercise.
What was it all about?
We designed, developed and implemented the Bonitätsmanager together with our team, the client and several partners over the last year. It’s a service for owners of small and medium-sized enterprises (SMEs) who want to learn about and optimize their company's credit score. The service solves a major problem in the banking journey: Initially company owners having requested a financing at the bank, would be rejected due to a non-sufficient credit scoring. The users wouldn’t know about their credit score earlier as it was hard to access and non-transparent.
Our project journey is particularly exciting because our team accompanied the service from the initial idea all the way down to implementation and operations. We experienced that the phase of implementation comes with unforeseeable challenges and complexities. Here are our key learnings:
We managed to partner with Germany’s largest SME credit scoring agency facing high data privacy regulations and decentralized company structures. As it turned out, starting an innovation cooperation requires a high degree of flexibility and adaptation to the partner.
Having started with a manual, lean approach of onboarding users to the service, we faced several legal restrictions and finally (after a couple of pivots…), we came up with an automated, more complex but therefore legal proof registration process.
There were different approaches for acquisition of users and gathering their feedback. With a running, data-based service, user acquisition was harder than expected. Just to give you a glimpse on what helped us at the end - it was our personal network which provided the most qualitative feedback.
Once the service was live, we provided a customer service hotline to the user, alternately operated by all project team members. It’s very valuable for everyone to constantly be in touch with the users of the service. At the same time you have to set up carefully this role and associated duties in your team, otherwise it might hinder you with your everyday work.
What happens now?
Currently we are implementing the Bonitätsmanager at our client. In our hands on approach we are training their team to operate and improve the service independently of us. Furthermore the service will become more deeply integrated in our client’s service and product structure.
To learn more about our wild days of implementation, we invite you to watch this video we recorded during the event: