BRIEF

This project seeks to enhance the customer experience in bank branches by developing a mobile app that improves service efficiency, connects customers with bank tellers, and enhances the educational value of branches. The app streamlines processes, provides personalized assistance, and transforms branches into dynamic spaces for a seamless and enriched experience.

PROBLEM STATEMENT

How might we enhance the customer experience in bank branches to adapt to the diversions brought by online banking and the reduced efficiency.

PROCESS:

1. Opportunity validation
2. Design
3. Launch and Iteration

1. OBSERVATION

By conducting observations in bank branches, we seek to gain insights into the current pain points and identify opportunities to adapt and improve the overall banking experience for customers.

STAKEHOLDERS / EXPERTISE INTERVIEW

Through my research, I discovered that bank branches not only fulfill requirements that cannot be addressed by online banking but also endeavor to deliver a welcoming and cozy service akin to offline experiential stores

CUSTOMER INTERVIEW

I invite 18 people to have a online interview and 4 people to join our contextual inquiry to see what makes people still choosing bank branch and what problems they met.

CUSTOMER SEGMENTATION

Based on my contextual inquiry and online interview, I classify users in to three types depending on their frequency of visiting branch, frequency of online banking, and needs on banking.

PERSONA

CUSTOMER JOURNEY MAP

2. SOLUTION

An app that helps improve the efficiency of bank branch services, connects bank teller services, and enhances the educational significance of bank branches

SERVICE BLUEPRINT

LOW-FI WIREFRAME

3. USER TESTING & ITERATION

After I finished the first version of the high-fidelity prototype, I did a user test in which I got a lot of feedbacks and made changes based on that

Problem - Bright color mode is less readable in AR. Users not only want to know what they need to do now, they also want to be informed of the next steps

Design Lint - Change the color palette to dark background with white text for AR scenarios. Adjust the theme color to make sure the contrast as well. Add a progress notification window to inform users about their task progress.

USER INTERFACE

TAKEAWAY