As part of our Operations and Processes class, we improved the transition process of minor customers reaching their legal age for Triodos Bank, a leading sustainable bank based in Zeist, Netherlands, that aims to help create a society that protects and promotes quality of life and human dignity at its core through ethical banking.

Our challenge is to create a compelling process to make customers who reach their legal age stay with Triodos Bank. We ended up designing a new customer journey that will appeal more to the Gen Z generation while keeping in mind the ethical aspect of the bank through the SDGs on Quality Education, Responsible Consumption and Production, and Life on Land. For a more wholistic approach we also designed a journey and a process for those customers who are leaving the bank in order to make an even better post service experience. 

Please find below our presentation.