Developing a customer experience engineered with humanity
BECO, Banco Estado
Practice
Industry
- Financial
Services
- Communications
- Customer journey map
- Customer personas
- Customer research
- Employee alignment
- Experience activation
- Experience blueprint
- Experience principles
Banco Estado is Chile’s leading state-run bank. BECO, the bank’s debt collection agency, needing to improve its collection services while maintaining its social protection role for many of its low-income clients. Liquid Agency was brought in to not only design a new debt collection experience, but also present solutions to help customers regain financial stability and a much more hopeful outlook.
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Our focus revolved around redesigning BECO’s customer experience to provide empowerment through financial education. After a deep dive to uncover key insights, user personas and experience attributes, we co-created a new customer journey map and activation roadmap that laid out BECO’s vision—one that fully activated the customer experience, from its apps to cultural behaviors. The results were astounding: increased recovery rates, higher brand perception, improved customer service and a truly empowered clientele.
![](https://liquid-agency.imgix.net/wp-content/uploads/2021/04/LA-BECO-body-Center-1235x1385-1.png?auto=format&ixlib=php-3.3.0)
![](https://liquid-agency.imgix.net/wp-content/uploads/2021/04/LA-BECO-marquee-1440x910-1.png?auto=format&ixlib=php-3.3.0)
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![](https://liquid-agency.imgix.net/wp-content/uploads/2021/04/LA-BECO-body-Left-605x695-1.png?auto=format&ixlib=php-3.3.0)
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