Ibercaja, one of the main banking groups in Spain, embarked on an ambitious project to redesign products and services with the objective of improving the customer experience and strengthening its position in the financial market. In partnership with Izo, Ibercaja carried out a complete transformation of its product and service design process, placing the customer at the center of every decision and stage of the process.

The Izo team worked closely with Ibercaja to fully understand customer needs and expectations. Extensive interviews and exploratory workshops were conducted with real clients to identify areas for improvement and opportunities for innovation. This customer-focused approach allowed Ibercaja to gain a deep understanding of the preferences, desires and challenges of its customers, which served as the basis for the redesign of products and services.

Based on the knowledge gained, Izo developed a complete Toolkit for a new product and service design process. This Toolkit provided Ibercaja with the necessary tools and methodologies to integrate the customer's voice at all stages of the design process, from ideation to implementation.

Ibercaja's new product and service design process was characterized by its inclusive and customer-focused approach. Each new initiative was developed with the active participation of customers, ensuring that their needs and preferences were taken into account at all times. This resulted in products and services that were more aligned with customer expectations and a more satisfying overall experience.

As a result of this successful collaboration with Izo, Ibercaja was able to promote customer-focused innovation and differentiate itself in a highly competitive market. The implementation of the new product and service design process allowed Ibercaja to offer more relevant and personalized solutions, which led to greater customer satisfaction and greater brand loyalty.