Online communities as research platform Qorus-Infosys Finacle Banking Innovation Awards 2024

An online community is a temporary forum (duration between 14 and 21 days) in which invited participants can anonymously answer questions on a given topic, solve tasks, evaluate prototypes or existing solutions and exchange ideas and thoughts with other participants.

We have used this method in various strategically relevant projects, e.g. for the design process of an advisory tool, to generate insights for selected product areas (investment or housing/financing) and to better understand defined target groups and their needs. This method can therefore be used in many phases of the design thinking process.

Stakeholders are involved in the research process and can place their questions, ideas and prototypes in an individually created “research roadmap”. Stakeholders also have the opportunity to experience our customers live in the community. All interested parties receive observer access for the duration of the online community.

Examples for insights to be gained: Importance of the topic according to the phase of life and type of customer, trigger moments for changing the status quo, relevance and role of the bank and its channels related to the research topic, feedback & ideas on Erste Bank tools, prototypes and communication​. In addition we are also able to map strategically relevant points in the communities, e.g. our customer typology.