Case Study: Handelsbanken achieves Consumer Duty compliance with CACI Limited

Handelsbanken maps 99 customer journeys with CACI Limited

Handelsbanken, a major Swedish bank, faced the challenge of meeting new Financial Conduct Authority Consumer Duty regulations. They needed to implement a formal, structured framework to evidence compliance, identify customer pain points, and empower their decentralized branches to deliver consistent, fair customer experiences. To address this, they partnered with CACI Limited, which applied its service design expertise.

CACI created a scalable customer journey framework for Handelsbanken, which included mapping 99 customer journeys and identifying 375 pain points. The solution incorporated "vulnerability lenses" to ensure customers in difficult circumstances were protected. CACI delivered a detailed digital knowledge base and training to embed this customer-centred approach. The results provided Handelsbanken with the tools to ensure ongoing compliance, address 128 high-priority pain points, and deepen customer relationships.

Handelsbanken