Re-define Product and Services Development: A Customer-Centric Perspective in Financial Services

  • Sinemis Zengin
Part of the Contributions to Management Science book series (MANAGEMENT SC.)


Product and services development is the process of designing steps to create or recreate goods or services, and, in today’s financial service sector, a customer-centric perspective is the key differentiator for finance providers. Financial services, as a result, have become much more complicated with multiple channels, products, tailor-made solutions, and IT systems; all of which require customer-centric methodologies to further develop these products or services and provide a better understanding of individual customer insights and needs. In this article, design methodologies are introduced.


Customer-Centric Perspective Product development Service development Service design Service blueprint Customer experience Design thinking Customer satisfaction Mental model diagrams 


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Copyright information

© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  • Sinemis Zengin
    • 1
  1. 1.Turkish Economy BankIstanbulTurkey

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