Context

The financial consulting arm of my company asked our team to support their work with a consumer banking client who had come to them with a challenging problem to tackle: How can we use iPads in our branches?

My role

Reframing around a (more) well-defined problem

I facilitated a set of scoping meetings with our client to better understand their goals for the project, and how we might define success. We eventually discovered that a former executive had purchased thousands of iPads and they were sitting unused. The client simply wanted our help generating “use cases” for the unused iPads to avoid this sunk cost. 

Our team worked with the client to reframe the project to address a more well-defined problem: how might technology enhance the in-branch customer experience. This was still not a goldilocks problem statement, but it was at least something we could work with. 

Mapping the current state

I facilitated a set of workshops with our clients to map out how technology was already being applied to in-branch service offerings, when and how they were connected to digital service offerings, and what KPIs the bank was targeting for those services. 

Learning from real-lived experience

I led research with staff and customers at branches in different cities to see what the real-lived experience of in-branch service was like, and what role technology played in that experience.

Scanning the landscape

I researched and cataloged best-practices from other banks and other industries that were on the forefront of creating innovative in-branch customer experiences.

Ideating around people and key moments

From our research, I created a set of jobs-to-be-done for branch customers and staff, which I used as the basis for a series of day-long co-design workshops with client stakeholders and SMEs to develop concepts for ways technology could open up new opportunities for improved customer and staff interactions. 

Our team worked fast to turn concepts into low-fidelity prototypes and interaction scripts, which we had our clients use to play-act how our new concepts might work when put into action.  

We consolidated the results of our ideation into a set of service experiences for an improved in-branch bank experience. We delivered service blueprints, mock-ups for digital experiences, and visual storyboards to bring the concepts that we creates to life for the client.