We first started with redesigning the current web application, but after a few iterations we found out that this would solve the stated problem. Therefore, we decided to focus on a completely new concept for the lease application. To find the core of the problem we started with a customer journey workshop. Moreover, we used improvisation theater to explore the given service by Rabobank. During this improvisation sessions we imitated the customer and an employee during a service request in several stages of the customer journey.
Afterwards, we held a design sprint to come up with new concepts. At the end of the sprint, we tested our InVision prototype made in combination with Sketch. This concept visualised an easy process of requesting a new lease and ask for permission by sending a personalised link to your business partner.