Santander bank, in collaboration with Mastercard and IBM, aimed to explore travel opportunities to encourage customers to make better use of their card's benefits while also identifying new market opportunities.
Our challenge was to develop a proof of concept within a tight 4-week timeframe.
To gain a deeper understanding of Brazilian customers and their needs, we conducted extensive research at Guarulhos International Airport over a span of three days. Through interviews with numerous individuals, we gathered valuable insights.
Additionally, we facilitated design thinking sessions with a diverse group, fostering collaboration and generating a variety of innovative solutions.
After the airport interviews and collecting other data, we created some visual canvas with personas, customer journey, real cases, pain points, real stories, data analysis, market analysis, benchmarks and everything we learned about the customer journey since from the stage of dreaming and researching a trip.
The primary challenges faced by Brazilians when it comes to national and international trips revolve around expense management and currency conversion when using their cards. Many travelers find it difficult to keep their spending in check, leading to higher costs and financial challenges.
To address these issues, we developed the concept of a personal assistant designed specifically for travelers. This innovative solution helps users plan and control their expenses, facilitates currency conversion, provides detailed information about card limits and benefits, and even allows customers to engage with a travel agent for valuable tips and personalized offers tailored to their travel destinations. By leveraging this personal assistant, travelers can effectively reduce costs and enjoy greater convenience throughout their journeys.
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