The insights and planning teams at TSB commissioned Join the Dots to assess and distil existing customer and market insights around their lending products and borrowing in general, in order to inform future marketing and proposition development.
Through a process of stakeholder interviews and desk research, we combined primary research reports and data supplied by TSB with the most up to date information available on consumers’ lives now and forecast future changes and trends, gathered through our exposure to different markets, sectors and changing consumer needs.
The final presentation brought to life the key findings using market research, competitor review and trend data, supported by the latest thinking on consumer motivations, and crystallised this narrative into a ‘big idea’ to inform future strategy. This was delivered via an action workshop, led by our creative strategist, with a report and infographic distilling the key learnings.
The insights identified have been shared with key stakeholders across the bank and TSB’s key agency partners, and are now being used to inform the communication and product strategies for the ‘Borrow Well’ team. The infographic has also been made into posters and displayed internally, providing a visual reminder of the ‘customer truths’ identified through the research.