Challenge
DLL, a global asset finance company, faced significant challenges in delivering exceptional customer experiences. Outdated systems and siloed ways of working created bottlenecks in internal processes, limiting collaboration and reducing operational efficiency.
Customers and dealers struggled with inconsistent communication, a lack of proactive updates, and limited access to self-service tools, leaving them frustrated and uncertain. Internally, these inefficiencies not only hindered transparency but also impacted employee morale and the ability to deliver on customer expectations, ultimately eroding trust and risking competitive positioning in the market.
Approach
We conducted in-depth interviews, journey mapping workshops, and collaborative sessions with DLL’s end-customers, dealers, and internal teams. This research uncovered key pain points across the customer lifecycle, including gaps in communication, limited self-service options, and inefficiencies in internal processes. Using human-centered design (HCD) principles, we co-created a roadmap for DLL’s transformation, focusing on simplifying interactions, improving internal collaboration, and implementing proactive systems.
Outcomes
The project delivered actionable recommendations to standardize HCD practices, enhance self-service tools, and establish centralized communication systems. DLL team members quickly began applying their new skills in key roles across the program, delivering tangible value at speed. Acting as agents of change, they are driving capability uplift, advancing digital and customer experience maturity, and empowering their colleagues to embrace a truly customer-centered future. These efforts mark the start of DLL’s journey toward building seamless, customer-focused experiences and fostering a culture of trust and innovation
For more information checkout the Tobias case study
