Process design to execute on new disruptive products/services - Kiwibank
Introduction Below is an in-depth analysis of Kiwibank's systemic and customer's pain-points based on research and official sources. Followed by an all-encompassing, customer-centric, user experience (UX) design process framework in instruct-able format. This is supported by an application to Kiwibank. Business Model Canvas (BMC) and Lean Startup frameworks utilized while analyzing. Furthermore, with strategic recommendations has been outlined with projected benefits and finally the scaling process. Issue - Systemic and customer's pain-points The central systemic and customer issues in Kiwibank are as follows: Systemic overcharging and compliance failure As noted by Consumer (2024) , makes clear, the internal manual and electronic systems of Kiwibank have been configured in error since at least 2019, overcharging at least 36,000 customers and more than NZ$7 million. On the report of Scoop (2024) , the commerce commission had termed them as "long-standing, systemic v...