Transforming the digital experience of agricultural financing for America’s farmers
Overview
Farm Credit Services of America (FCSA) provides financing to help agricultural producers maintain and grow their farming operations. To remain competitive in an increasingly uncertain financial time and a consumer financial market that has largely digitized the customer experience, FCSA has embraced a digital transformation strategy to achieve omnichannel excellence for its customers. They aim to complement their deep agricultural financing expertise and local presence with a digital experience that serves and empowers customers and the FCSA teammates that support them. The goal–create an overall experience that provides seamless access to financial and insurance products and data-driven insights for where, when and how customers prefer to do business.
As part of an ongoing transformation, we’re helping FCSA establish and grow their internal experience design (XD) and digital product management practices by offering our expertise via project execution and leadership, skills coaching and XD best practices. Inzovu is providing guidance and support to help FCSA mature their team’s ability to affect change at the strategic level in the organization.
Digital Transformation: Web & Mobile Innovation
Outcomes
Outcomes of our engagement with FCSA continue to grow. Our current focus includes:
- Digital transformation of products and customer engagement: FCSA is focused on empowering their customers to do business where, when and how they desire. FCSA is also enabling their teams to capitalize on digital investments to create more value for customers and the FCSA teammates at the heart of the customer relationship.
- Maturing the XD team towards leading organizational change: Inzovu is partnering with FCSA’s XD team leadership to guide the team towards maturing how they do the work of research and design, while also promoting the leadership skills and strategies for sharing design work throughout the organization.
- Establishing design systems and structured approaches to digital transformation: FCSA’s design systems continue to evolve and develop. Together with Inzovu, they are building new design systems, both customer and teammate facing, to aid in the scaling of their digital platforms to support a seamless omnichannel experience. Inzovu is also partnering to provide the strategy and delivery of content and communications that share the story of the evolving organizational transformation and its digital experiences.
- Holistic view of the customer experience, now and into the future: Inzovu is helping FCSA expand their understanding of their customers’ experience through qualitative research and the development of research operations and artifacts from personas to service blueprints. Working in conjunction with FCSA’s customer experience and innovation teams, this effort is also accelerating identification of new opportunities in both the market and in closing the gaps of customers' needs.
Testimonial
Inzovu has been instrumental in the advancement of our organization's design maturity and digital transformation. From the onset of our partnership, Inzovu contributed to critical initiatives. They didn't merely focus on the aesthetic elements of design; but rather, delved into the strategic underpinnings that drive customer experiences and business outcomes. This has amplified our in-house capabilities and fostered a culture that appreciates the long-term benefits of a well-executed digital strategy. VP of Experience Design & Digital Strategy
