Long description

A Business Outcome Canvas diagram with four quadrants and a circular Customer Segment in the middle. The first quadrant (top left) is headed Problem Statement, Insight, Drivers, and below that, it says ‘Due to <this insight, feedback or belief>, e.g. Due to <fewer branch visits’. The second quadrant (top right) is headed Outcome Hypotheses (Data > Insight > Belief > Bet), and below that is the following text: ‘We believe <this bet>; Will result in <this outcome>; We’ll know we’re successful when … <see below>; e.g. We believe that <piloting ID verification>Will result in <delighting our customers and maintaining our market share>; We’ll know we’re successful when …’. The third quadrant (bottom left) is headed Key Results Leading Indicators Tree, and below that is the following text: ‘Indicators of performance that may predict future success; e.g. 5k visits to the microsites, 1k downloads of the app, 100 online applications, 90% right first time, Takes less than 5 minutes’. The fourth quadrant (bottom right) is headed Key Results Impact Metrics, and below that, it says ‘Value-based lagging measures of positive impact to customers, colleagues, society, and business, e.g. Improved NPS from 25 to 35, Enabled 2% more first-time home buyers to own property, Increased mkt share from 55% to 65%, Increased diversity by 5%, Increased flow efficiency by 5%, Customer complaints down 8%. The centre circle is headed Who is the Customer/Customer Segment? and contains the following text: ‘What are the behavioural changes, patterns you expect? e.g. Young people, Young professionals, First-time home buyers, Rural unbanked, Busy, always online, or remote from a branch, Ease, security, insights into my spending.’