DIGITAL BANKING. A CURRENT DILEMMA SOLVED THROUGH THE DESIGN THINKING METHOD

2020

More natural than analytical thinking, design thinking provides solutions to common dilemmas. Fundamentally, it is a human centered and collaborative approach. It all starts with empathy, through the help of a deep research. Furthermore, banking success resides from understanding customers, not exclusively from profits. It is necessary to figure out human thinking, the needs and desires of customers, in order to have a portfolio of appropriate products and services. This is where success comes from. Having this desideratum, the paper analyzes the characteristics of the design thinking method and the digital elements that appear in the banking sector. Certainly, the biggest challenges in the…