Re-designing the Banking Experience
(DBS South Bridge Branch)
Client: DBS Bank Ltd.
Timeline: 11 weeks
Category: Service + Experience Design
My Roles: Research, Prototyping, User Testing, Storyboarding, Rendering
Team: Timothy Loh, John Teo
THE CHALLENGE
To understand the mental journey of bank customers in a selected branch in order to introduce design opportunities and provide an engaging user experience.
Timeline: 11 weeks
Category: Service + Experience Design
My Roles: Research, Prototyping, User Testing, Storyboarding, Rendering
Team: Timothy Loh, John Teo
THE CHALLENGE
To understand the mental journey of bank customers in a selected branch in order to introduce design opportunities and provide an engaging user experience.
RESEARCH METHODS
Our group was tasked with the DBS South Bridge Branch, which is located in the heart of Chinatown. In order to know what we were working with, we headed down to the branch to observe the customers, conduct interviews, and role-played some of the scenarios to experience first hand how customers and staff felt.
From our research, we realised that the make-up of the customers consisted primarily of elderlies and white-collared workers. We sorted out the information gathered with customer journey maps to easily pinpoint areas of improvements for the branch from both point of views. This allowed us to focus on the problematic areas which in this case was the pre-engagement period consisting of the waiting area and the notification.
From our research, we realised that the make-up of the customers consisted primarily of elderlies and white-collared workers. We sorted out the information gathered with customer journey maps to easily pinpoint areas of improvements for the branch from both point of views. This allowed us to focus on the problematic areas which in this case was the pre-engagement period consisting of the waiting area and the notification.
RESEARCH INSIGHTS & DESIGN OPPORTUNITY
THE SOLUTION
We aimed to create a comfortable and seamless banking experience for all through the introduction of assistive technology and dynamic furniture. The proposed technologies will serve to simplify and speed up the banking registration process for customers.
By implementing real-time updates on the queue progress, it allows customers to maximize their waiting time. This is especially crucial for the business workers that frequent the South Bridge branch during their lunch hours. In addition, we have created an inclusive seating which accommodates different types of waiting (e.g. leaning, seating and wheelchair accessibility) for customer comfort and privacy.
KEY FEATURES
CLIENT FEEDBACK FROM DBS SOUTH BRIDGE ROAD