Netspend // Rekindling the customer connection

Design Direction / Research & Videography

Netspend is a prepaid card company, offering services for the underbanked, an often neglected audience that has to seek alternative financial services. Our client, believed that as their company had scaled they had lost their original connection and purpose to serve their customers.

As they began to look at kick starting new forms of innovation, they asked us to help them re-connect with their customers, inspire their design teams and uncover new potential directions to meet their needs.

The direction we took, was to deeply document our ethnographic research and create an immersive multimedia customer exhibition we dubbed ‘at home with’. In this way, Netspend’s senior leaders and design teams partook in the research, and together we developed a series of design briefs to unlock new directions for their product innovation and kick start a new movement in their future product planning.