Case 07 · Financial Services · EPAM · 2021–2023
A vision for how a bank's branches and its customers actually talk
A forward-looking vision for branch-to-customer communication — closing the gap between what the bank's systems were built to send and what customers actually needed to hear, and when.
Problem
Communication between the bank's branches and its customers had been shaped by what the existing systems could send, not by what a customer actually needed to know at a given moment — so timely information and generic notices competed for the same inbox with no way to tell them apart.
Approach
I built a forward-looking product vision for branch-to-customer communication, designed around the moments that actually mattered to a customer's decisions, and used it to argue for where the bank's systems needed to catch up to that reality.
Outcome
A concrete vision the bank could evaluate its roadmap against — a reference point for closing the gap between what the systems send and what customers need to hear.