Big Wins
  • Galvanized bank culture around a shared language of Looking, Understanding and Making
  • Implemented a comprehensive approach for thousands of employees
  • More than doubled the number of customer service projects
LUMAtic Big Win Icon
  • Simple icons showing three people.

    22,000

    Global Employees

  • Simple icon of Earth showing a continent

    18

    Markets

  • Icon of a paper money sliding into an ATM port, representing banking customers.

    6+ Million

    Consumer Banking and Wealth Management Customers

We started thinking, ‘How do we try and design just with the customer in mind?’

Bank Senior Vice President of Innovation

Scope of Engagement
  • Fundamentals Workshop icon

    Fundamentals Workshop

  • Instructor Certification icon

    Instructor Certification

  • Enterprise Access icon

    Enterprise Access

  • LUMA Workplace icon

    LUMA Workplace

  • Resources icon

    Resources

It was something that allowed us to galvanize; it was like a movement.

Bank SVP of Innovation

Photo Vertical bar chart showing a 200% increase in Human-Centered Customer and Employee Journeys, from 100 in 2014 to 300 in 2016.
Vertical bar chart showing a 200% increase in Human-Centered Customer and Employee Journeys, from 100 in 2014 to 300 in 2016.

It has fundamentally changed the way the senior managers and product managers and the whole bank think. Really, the customer is at the center of our design. I think that is the biggest win.

Bank SVP of Innovation

Outcomes

Luma Outcomes

Increased customer satisfaction

Increased customer transactions and acquisitions

Innovation and design awards

We may have still progressed even if we didn’t meet LUMA, but it wouldn’t have been in this fashion and in this rapid manner. We may have been two or three years later … it positioned the bank in a way that people look at us and say we’re ahead of the game.

Bank SVP of Innovation

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