OP Bank

Helping a Nordic bank to drive new concept development

Finland’s leading financial service provider wanted to involve customers more closely in a new service concept development. They asked Leanlab to set up an online community to explore some fairly personal and potentially sensitive topics.


We set up an online community to explore some of these personal and sensitive banking topics, which would have been difficult to unearth with traditional focus groups. For a period of one week, 60 participants shared their stories and experiences in both private and group discussions. Leanlab brought the key themes to life by developing five different customer personas to help gauge the relevance of different concept ideas.

The Leanlab’s community approach is a fantastic new way to sync with our customers. Customer collaboration gives us new perspectives and insights, that add real value by helping us move forward in tune with the market.
Paula Ylisassi, Business Development Manager at OP Bank

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