Skipton Building Society's Customer Fact Find Tool

The problem

Skipton's Financial Advice team needed to get the time required for initial fact find meetings down in order to be able to continue to deliver the excellent customer experience that is at the heart of their brand.

Crucially, the core client information and documentation needed was not available to advisers, slowing down the process.

Skipton wanted to increase the amount of information the customer can provide ahead of the first meeting.

The process

A collaborative design exercise was undertaken to identify and remove pain points, highlight opportunities for improvement and deliver against key requirements.

It was particularly important to include a simple authentication process that the customer would find easy to complete.

User testing confirmed our hypothesis that the customers would prefer to upload required documents rather than bring them into branch, saving time and improving convenience.

The solution

Working together with Skipton, our team developed a user-friendly digital Customer Fact Find (CFF) tool that allows customers to securely provide personal information and upload documents.

The impact

The new CFF tool significantly streamlines the information gathering process in face to face meetings. It makes the whole experience more user friendly, and allows Skipton's adviser team to complete their first meeting more effectively and in less time.