What’s Needed Today
To under Robinhood’s business and obstacles, we conducted a blend of discovery activities to uncover systemic challenges, stakeholder dynamics, and unmet opportunities.
Understanding the PRoblem
12 Interviews
Stakeholders, leaders, team members
6 Work sessions
Gap analysis, change readiness assessment, capabilities mapping, competitive analysis, journey mapping
Customer Service
Service disruptions due to spikes in transaction volumes have impacted perceived reliability of the platform.
Limited use of omnichannel strategy to deliver consistent services and manage customer expectations.
User frustration with time to resolve service issues.
Customer Relationships
Transparency, branding, and value proposition have been questioned in light of recent operational glitches.
Customer acquisition is historically driven by intuitive CX and favorable fee model versus an understanding of the customer’s lifetime goals.
Lack of a consolidated customer profile or trading history to be able to provide advice or guidance.
Sense & Response
Gap in business intelligence capabilities to proactively sense issues. It’s reactive instead of proactive or predictive.
Lack of agility to quickly mitigate issues and communicate to users at scale.
Decisions made in moments of crisis, such as limited selling/buying or volume caps, have caused negative customer sentiments. This creates attrition risks as customers look to other platforms.
Operational Efficiency
A lack of business and technological agility led to compliance scrutiny during several recent retail investor events.
Due to disconnected systems, multiple data sources, and technical debt, operational efficiency suffers.
Limited scalability as the resources are consumed in other business areas, directly hindering the achievement of the growth goals.