As a regional credit union, BlueShore Financial operates in a highly competitive sector in a crowded metropolitan market. To differentiate itself, the organization aims to deliver a unique client experience with outstanding personalization and service. Achieving that to the fullest required deeper insight than its traditional market research was providing. So BlueShore called on Akendi.

Our team conducted extensive interviews with BlueShore Financial’s clients and stakeholders to learn more about their needs and experiences. We then developed personas and experience maps to provide a rich, strategically valuable picture of key BlueShore client journeys — account opening, new mortgage and investment consolidation. Our visual presentation of this information gave BlueShore a clear view of its strengths and opportunities for improvement.