Revitalising Retail Banking: A User Experience Transformation Journey
Facing the rising tide of digital adoption and the urgent need to optimise costs, a major international bank sought to modernise its traditional retail shopfront. The challenge was twofold - to enhance the customer experience and to reduce overheads linked to physical distribution.
The Approach
Digitisation of Service Requests: We transitioned over 100 service requests from paper-based forms to digitised, touchscreen-enabled digital interactions. This significant step towards digital transformation improved service efficiency and customer convenience.
Operating Model Revamp: A thorough review of the sales and service model was undertaken. Through in-depth research, design, and testing, we developed a model that met both customer expectations and the organisation's operational needs.
Side-by-Side Interactions: We shifted from the traditional, across-the-desk interactions to a more accessible and comfortable approach. Using tablet technology, service agents became agile and mobile, able to assist customers anytime, anywhere.
The Results
Real Estate Footprint Reduction: The successful transformation led to a substantial reduction of 35% in the bank's real estate footprint.
Improved Customer Satisfaction: A consistent improvement in the Net Promoter Score (iNPS) over a span of 2 years reflected enhanced customer satisfaction.
Increased Productivity: The bank saw a productivity increase and associated cost savings of approximately 20%, proving the efficacy of the transformation.