Case Study: Handelsbanken improves Consumer Duty compliance and customer journeys with Cyber-Duck

Handelsbanken maps 99 customer journeys with Cyber-Duck

Handelsbanken, a major Swedish bank, needed to comply with new Financial Conduct Authority (FCA) Consumer Duty regulations by formally embedding a customer-centered service design approach across its 54 products. The bank engaged vendor Cyber-Duck to create a scalable customer journey framework that would meet these rigorous standards of consumer protection and evidence their compliance.

Cyber-Duck implemented a comprehensive service design program, mapping 99 customer journeys and identifying 375 pain points. The solution included developing new customer personas with vulnerability scenarios, providing extensive staff training, and establishing new governance systems. The results were significant, with Handelsbanken reporting a 59% increase in operating profits and a 32% increase in total income for the 2023 period, alongside achieving full regulatory compliance.

Handelsbanken