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Deeding, data and delivering better customer experiences

Grant Bourbousson
Grant Bourbousson
Digital Director
Grant Bourbousson

Deeding, data and delivering better customer experiences

11 September 2018 By Grant Bourbousson

The summer is almost over and with it, the end of the annual Edinburgh Festivals where we showcased our commitment to innovation, talent and technology.

As part of our Project Mercury partnership with the University of Edinburgh, we offered members of the public the opportunity to engage with some new digital experiences at our Design Informatics Pavilion on Edinburgh's George Street. The individual experiences; Deedit, Lens and Tess, were part of the year-long partnership programme, which despite the end of the Festivals, continues to make an impact in Edinburgh and beyond.

Through Project Mercury we explored Fintech applications, fostered innovation and developed our colleagues’ skills and experience, to help inform how we deliver better services to our customers.

It was great to see so many members of the public engaging with Deedit, Lens and Tess. While we are still busy working through the insight gathered during the festival, I am keen to share some initial findings with you today.

Deedit encouraged locals and visitors to carry out small acts of kindness, such as declining a plastic straw or giving a stranger direction, and in doing so contribute towards bigger, positive social change.

Unsurprisingly our Deeders travelled far and wide to visit Edinburgh during the festival, and while most of the deeds were completed in the city, a hardcore band of users carried on doing good deeds when they returned to their homes in Northern Ireland, Italy, the Netherlands and the USA. Deedit gave users the opportunity to participate in three types of causes – environmental, community and social action. The insight gathered tells us that environmental issues resonated most with our users; with plogging (a combination of running and litter collection) being the most popular deed. Supporting the local based homelessness social enterprise, Social Bite, was the second most popular deed and I am delighted that 100's of people, both locals and visitors, took some time during their busy festival schedule to give something back to the local community.

Lens and Tess provided a different type of experience to users; Lens highlighted how personal data such as the information contained on a Facebook profile, could impact people’s employment chances during a fictional job application, while Tess asked visitors to the Pavilion to consider how artificial intelligence and machine learning could be used to improve customer’s financial wellbeing.  

The learnings from our Project Mercury experience will help to inform future service developments, enabling us to design services which our customers really need, but critically also really value. Project Mercury has been an incredibly positive experience for Tesco Bank colleagues and we’d like to thank all of you who participated in the Project.

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