Case Study

We supported the start of the process of a pension fund company towards their customer journey digitalisation.

Personas and customer journey mapping

The pension fund company has started a while ago a digital transformation process, focused on business process reengineering, mainly internally . We supported the Executive Management of the Company to assess their state of web presence, the ones of their competitors, as well as started a joined journey towards an evolution of their customer journeys and how to leverage a digital presence moving forward.

Project summary

Deliver a deep dive into Organic and paid activities of the direct competition, prepare and conduct a one day Workshop with the Executive Management to start a Customer Journey transformation.

The Strategy

The CEO of the Pension fund company Hotela wanted to start a Digital transformation journey with its Executive Management. We proposed an approach where we would in one day workshop showcase best practices of the industry, look at the actual state of the digital presence for the Pension Fund and use design thinking approaches to define:

  • Existing and future clients personas
  • Map existing and future customer journeys
  • Work on the positioning of the pension fund offering in the future
  • Map the next steps of the transformation journey


My Executive Management is unanimous, the workshop content and organisation was top notch. We’ll pick up the pace in the next two years!   Michael Bolt, CEO Hotela

Next steps

Looking into priorities and project structure at the moment, we will soon start the concretisation phase of the strategy with Hotela.

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