Transforming Financial Services through Inclusive Innovation

How does lasting innovation take root inside a large organisation? For a Nairobi-based commercial bank, the journey meant going far beyond new products — it required reshaping culture, processes, and mindsets.

We guided the bank through a multi-stage transformation process:

Culture change to break down silos and create space for innovation to thrive.

Inclusive learning workshops that empowered staff to identify barriers and embed equitable practices.

Collaborative strategy sprints using design thinking through an inclusive lens.

Product strategy development that turned ideas into actionable, gender-inclusive financial solutions.

The Impact

• 6 key policy shifts implemented across the organisation

• 2 industry-first financial products brought to market

• 6 new product and service concepts prototyped

• A comprehensive product strategy covering the entire suite of offerings

• A workplace culture that now champions creativity and collaboration

Today, the bank has not only transformed its internal ways of working — it has also been voted one of Kenya’s best banks for customer experience, a recognition that highlights how deeply this change has resonated with customers.