Becoming familiar with the needs of small businesses

Small businesses compose a major target group within the financial services sector. OP wanted to gather a better understanding of this customer group in order to enable valuable service development in the future. We helped them understand the target group by studying how small businesses manage their financials and what kind of services and systems they currently use. Based on the target group´s experiences and desires our team also collected ideas for further development and empowered OP to utilise their customer insight.

Instead of just delivering the customer insight, we were also encouraged and empowered to utilise it in our development work.

Matti Annala


Service design on the basis of the needs of the customers

As a result of this project, OP got a deep understanding of how the owners of small businesses experience the challenges and benefits of financial services and systems. Our strong research experience, especially within financial sector customers, enabled us to produce insightful data and well defined analysis. OP found our collaboration valuable especially because it encouraged and empowered them to utilise their customers´ voice in future service development work.

Through researched information, we understand the needs of our corporate customers – also smaller client groups – in a more focused way. At OP, we carry out continuous service development for both corporate and personal customers.

Matti Annala


Connecting with the everyday life of entrepreneurs through storytelling

Our team conducted a study and analysis that addressed how small businesses organise their financial activities. In the individual interviews our team used the storytelling method to reveal indirect insight. OP was asked to engage in the final analysis phase in order to ensure they would fully benefit from the study insight and have the opportunity to learn more about this customer group.

soile roth

Soile Roth

Head of Business, Design

+358 400 782 737

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