CASE STUDY

Digitizing a White-Glove Customer Experience

$ 0 B

In revenue

0 K+

Employees

At a glance

Challenge

Scaling white-glove service delivery for the digital age by redefining the product experience.

Result

Pariveda defined a new product experience by designing a customizable customer portal with efficient customization, process transparency, easy data access, and simplified management of repeatable operations.

Impact

A clear product purpose and vision prepared our client to build project alignment and support to move into the Minimum Viable Product (MVP) implementation phase.

CommercialBank* provides wealth management services to high-net-worth individuals, operating 93 offices in 11 states, employing more than 5,000 personnel, and generating nearly $7 billion in revenue.

CommercialBank earned a reputation for providing exceptional client service through a high-touch, consultative experience, but growing pains created complexities in their service delivery.

Envisioning a redefined product experience.

Customers highly value CommercialBank’s specialized industry knowledge and high-touch, consultative service. However, manual processes created difficulties in scaling products and their signature white-glove experience as the company grew.

CommercialBank partnered with Pariveda to redefine the product experience with a customizable customer portal.

How Pariveda established the North Star to advance product experience:

Conducted interviews with C-level executives and finance directors about their experiences with the current product offering.
Held workshops with internal stakeholders to unlock a customer-centric mindset, understand how the reimagined experience fulfilled customers’ needs, wants, and pain points, and developed key personas.
Designed mockups for prioritized portal user flows and medium-fidelity wireframes that were validated and refined through additional customer interviews and internal stakeholder discussions.