Bank Ease | The Digital Customer Journey

Bank Ease | The Digital Customer Journey


At the heart of a customer-centered design is a structured creative process which begins with user empathy and ends with an innovative solution that addresses customer’s unmet needs.

This digital interactive case study will take you on a hands-on and informative journey from problem identification to prototype solution: you will develop empathy for your customers, identify a problem and reframe it, brainstorm ideas and synthesize them into a practical solution, and finally prototype it using our Design Toolkit.

It will culminate in a Customer Re-designed Digital Journey Presentation.

Whom is it for?

The ideal participant can include but is not restricted to:

  • Deputy Managers
  • Senior Managers
  • Team Leads
  • Divisional Heads
  • Chief Operating Officers

Mr. Hassan Javed, Head of Marketing at Bank Ease, was wondering about the digital journey of the potential customers of Bank Ease. During the first quarter of 2019, Hassan and his team had proposed some valueable suggestions to Bank Ease board members. These suggestions had been approved. However, Hassan wonders that before implementing these suggestions, the current digital customer journey should be looked at so that realistic and more productive interventions can be developed.

Bank Ease is the largest private sector Asset Management and Investment Advisory Firm operating in Pakistan which offers a comprehensive range of profitable investment solutions. With an impressive track record of over 24 years, it cherishes the status of being the only company in Pakistan with the sole mandate to provide profitable investment solutions to their valued clients.

Hassan and his team received some data which was submitted by Dr. Farrah Arif, LUMS Professor of Marketing and Entrepreneurship and CEO of EdTech Worx. Dr. Farrah was contacted by the senior members of Bank Ease for opening up her account. It would be interesting for Hassan's team to see the challenges faced by Dr. Farrah because she represents a segment of Bank Ease customers.

You are invited to put yourself into the shoes of Hassan's team and participate in a Design Thinking Case Study Simulation to evaluate Dr. Farrah's digital journey, her pain points and come up with realistic interventions for making WoW digital customer journey. This WoW digital customer journey will help bank Investment to create a loyalty loop.

By the end of this case study simulation, participants will be able to:

► Define and apply the basic concepts of Design Thinking

► Understand the various ways of brainstorming and generating ideas

► Explore a given business challenge and produce a meaningful solution using Design Thinking

► Discover the importance of Design Thinking in the Digital Age

► Use our Design Thinking toolkit to solve a business problem in their own area of work


  • PKR. 5999/- per learner for half day (Go to Enroll section and pay as per your availability) 
  • 11:00 am - 4:00 pm (with one hour lunch break)
  • It will be run with a small group of 10 participants

PRE-REQUISITE: Participants should come prepared and enroll the 24/7 online course titled, DESIGN THINKING - LOVE THE PROBLEM, NOT THE SOLUTION | iMDP


  • PKR. 5999/- per learner
  • 5 hours interactive session
  • At least 10 learners per group
  • Training by Dr. Farrah Arif (PhD Cambridge; Commonwealth Scholar; LUMS Faculty Member)


  • PKR. 999/- per learner
  • 4 weeks access

For queries and discounts Contact Us: whatsapp at +92-311-8451643 or email at [email protected]

Make sure that you are enrolled in the course of your choice.

Payment Methods Available:

  • Credit/Debit Card Online Payment
  • Jazz Cash/Easy Paisa
  • Online Bank Transfer*
  • Bank Deposit*

*Email or whatsapp proof of payment at +92-311-8451643 or [email protected] with full name, phone no., course name and amount deposited

Bank Details:

Meezan Bank Limited


Branch Code: 0274, Lahore T Block, Phase II, DHA Branch

Account Title: EDTechWorx (Pvt.) Ltd

Easy Paisa:

Mobile Account no.: 0346 8451620

Name: Farrah Arif

Jazz Cash:

Mobile Account no.: 0321 8451620

Name: Farrah Arif

About the Author

Dr. Farrah Arif

With a PhD from University of Cambridge and a distinguished career as educationist, corporate trainer, strategic thinker and marketing consultant, Dr. Farrah Arif, Founder & CEO EDTechWorx and LUMS Executive in Residence, has helped many organizations optimize their business strategy to drive sustainable revenue growth and profits. Her areas of specialty are Business Digital Transformation Strategy, Marketing in the Digital Age, Consumer Data Analytics and Simulation, and Design Thinking.

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11:41am - April 7, 2020

Munawar Hameed

Dear Dr. Farah, I hope you are fine shine. Please enroll me in the course. I have filled the registration form. Thank you and regards, Munawar Hameed 03008211410