---
title: "Proposition research for a bank’s customers moving abroad | antedote"
description: "A digital ethnography for a bank, following migrants, expatriates and travelers through their moves between countries."
url: "https://antedote.com/explore-our-work/customers-crossing-its-borders/"
author: "antedote"
---

# Shaping a bank’s offer for people moving between countries

People moving between countries need a bank that works before, during and after the move. To shape its offer for migrants, expatriates and travelers, a bank asked us to follow them through their moves, as they happened.

**Client**
Financial services company

**Industry**
Financial services

**Markets**
Three markets

**Kind of work**
Consumer understanding

**Our role**
Digital ethnography and proposition testing with migrants, expatriates and travelers

## What happened next

After a further phase of concept development, the bank launched a range of new products and services.

## The question

The bank wanted to win more of the people who move between its markets, and it already had a proposition for them.

What it needed to know was whether that proposition was the right one, and how it looked to someone comparing banks in the middle of a move.

## Our approach

We followed people through their moves as they happened, in a digital ethnography on their phones, so each chapter came to us in their own words.

Along the way they mapped their decision journeys, sorted features into must-haves, and built collages of international banking at its best and worst.

They also saw the bank’s proposition beside competitors’ propositions, so it was judged the way a customer comparing banks would judge it.

## What the team came away with

The bank had the full picture and a revised proposition, presented and set out in a written report.

To take the work to stakeholders across the bank, we told the story back through films, journey maps and a board game made for the purpose, so people far from the research could see a move through a customer’s eyes.

Who we heard from

Migrants, expatriates and travelers across three markets, in a digital ethnography

## Related work

[View consumer understanding case studies](https://antedote.com/explore-our-work/?work=Consumer%20understanding#library)

- Financial services

    ### [Knowing how to speak to affluent savers about retirement](https://antedote.com/explore-our-work/how-affluent-savers-think-about-retirement/)

- Travel and leisure

    ### [Deciding where a travel brand’s fleet should go, years ahead](https://antedote.com/explore-our-work/where-a-travel-fleet-should-go/)

    The company went on using the segmentation for targeting, tracking and planning, and part of the fleet later ran seasons the itinerary research had assessed.

**What we do**
[Strategic research](https://antedote.com/what-we-do/strategic-research/)

## Want to understand your customers better?

Bring the question, and we’ll talk through where to begin.

[Talk to us](https://antedote.com/talk-to-us/) · [hello@antedote.com](mailto:hello@antedote.com)

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