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Developing a customer experience engineered with humanity

BECO, Banco Estado


  • Financial


  • 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.

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.

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