Jelf had a vision to create new and easier ways for their clients to do business with them. They wanted to complement and enhance the personal relationships their advisors have with their clients while taking into account the expectations of the modern-day customer. This work would create and influence a roadmap for transformational improvement.
The first phase of our work with Jelf was purely a research project. This was essential to outlining and providing the groundwork to drive their digital transformational programme. This involved conducting a two month research project to identify the ‘human’ needs of Jelf’s clients and employees.
A co-creation workshop conducted with the Jelf team
Using the ‘Service Safaris’ research approach, we explored and identified key client and employee experiences. At eight offices across four UK regions we conducted interviews and facilitated co-creation workshops.
Combined with extensive Ethnographic research and immersion activities, we were able to gather key insights to advise and deliver steps for their digital transformation.