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 serve and empower customers by providing seamless access to agricultural financing, insurance 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.
- 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 soft skills and strategies for sharing design work throughout the organization.
- Establishing design systems and structured approaches to digital transformation: FCSA’s design systems are in their beginning stages of development. Together with Inzovu, they are building new design systems to aid in the scaling of their digital platform to support a seamless omnichannel experience.
- Holistic view of the customer experience: Inzovu is helping FCSA expand their understanding of their customers’ experience through qualitative research and designing research artifacts from personas to service maps. These artifacts are crucial to sharing the customer experience throughout FCSA to help align teams in support of the digital transformation strategy.
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. Phil Keiken, SVP of Digital Strategy
