Encouraging a heterogeneous customer base to shift towards digital.
With over 1M retail customers from diverse backgrounds and more than 800,000 monthly active users on their digital platforms, Erste Bank is one of the biggest banks in Hungary. Despite the high engagement on their digital channels, the majority of interactions between customers and bank still took place offline. As a result the burden on assisted channels like branches and call center is still high. The goal was to help customers move forward in their digital channel adoption and usage.
In-depth customer research and solution generation using Design Thinking.
To understand the customer's motivations or hesitations regarding digital channels, we laid out an explorative design research phase, where we interviewed customers from different backgrounds, as well as bank clerks and other stakeholders.
We evaluated existing digital platforms like NetBank and MobileBank using both heuristic analysis and user testing. Armed with these valuable insights, we organized several co-creation workshops with the bank because in our experience the best ideas come from this type of collaboration.
After the workshops, we shortlisted solutions using an effort/impact assessment.
Implementation ready solutions that move the needle.
Dentsu Creative delivered a range of solutions to encourage Erste Bank's customers to engage with and boost their confidence in the Bank's digital channels. Erste Bank emerged with a clear roadmap to advance the digitization of its customer-facing services.
With better understanding of customer needs and behavior, we were able to increase customer engagement with digital banking and thus create a seamless connection between customers and their bank.
Dogs Are Forever
Hungarian icons and their dogs remind people of the lasting joy of adopting
Boosting efficiency using Design Sprint
Global digital consolidation and relaunch
MTU/Rolls-Royce Power Systems
Increasing engagement with digital banking
Strategic design for digital customer care
Transforming digital customer interactions by designing a new customer portal for a major public utilities provider
Unified Customer Messaging
Merkle: Magpie a 100% AI-Driven Multi-Channel Marketing C...
Vigyél Haza Foundation - 1% Campaign
Golden Effie award in category „Social Purpose Campaigns”
BelVita bus stop branding for Mondelez
Unique OOH solution to demonstrate product benefit
IKEA - Interactive citylight
A uniqe solution to demonstrate IKEA’s environmentally friendly products
Granny Erzsi’s „bejgli” chatbot for Vénusz
„The best digital tool in 2018 in Hungary” (DMBP)
D&G Light Blue OOH campaign
In today’s rushing world OOH cannot catch everyone’s attention. Hence we go for that attention on mobile platform, too.
OMV - Infotainment videos
MaxxMotion Vlog of Gábor Wéber
Burger King – Home made skinned potato launch campaign
How do you introduce a „home made” food with a digital campaign for a fast food brand? By getting the support of a granny.
Provident Content Marketing Strategy
How to boost organic traffic to a financial services website with content marketing tools?
Driving engagement with William Patrick Corgan's new single through a blend of creativity and technology to create a world-first VR experience.
GoalKeepers17: Rallying around Global Goals
As part of the UN's Common Ground initiative, all of its members have committed to raise awareness of its Sustainable Development Goals amongst businesses and consumers.
Malaria No More: A movement to end malaria
The #MalariaMustDie campaign has been supported by a range of agencies both inside and outside the Dentsu Aegis Network with the end goal being to rally the public support for political action.
Isobar & Carat: Dis-Moi Elliot
Dis-Moi Elliot (translated as Tell Me, Elliot) was a campaign that aimed to reduce prejudice about autism through an innovative, interactive and experimental website.
Driving conversion by establishing Eurostar as Europe's most-loved travel experience, using market-leading data strategy that would enable us to create real connections effectively.