How Automation is Driving Efficiency Through the Last Mile of Reporting
Crafting a Branch of the Future
1. Crafting a
Branch of the Future
Design Strategy in the Digital Age
Jean-Pierre Lacroix, Founder and President
SLDNXT
2. • Major shifts occurring
• New way of thinking is emerging
• Gaining alignment is key
• It’s a journey, not a destination
Design Strategy in the Digital Age
4. Disruption breaks down User
Experience into two buckets
DETACHMENT
Low value transactions
ATTACHMENT
High value transactions
5. Job to be done:
• REDUCE FRICTION by helping customers automate
low value transactions.
• CREATE IMMERSIVE EXPERIENCES that delight
consumers and engage all senses for transactions
that have high value to them.
28. Smart phones can be our ally
Answer my
questions using
my smartphone
55%
Speed up process
by completing forms
38%
Provide improved
banking apps
38%
Smartphone productivity desires
29. Smart phones can be a barrier
Greeter welcoming
me and directing
my visit
71%
Provide engaging
in-branch digital
experiences
65%
Teller recognizing
them and calling
out their name
81%
Gain attention away from smartphones
30. 13.60%
8.80%
9.09%
8.37%
10.46%
7.65%
10.80%
9.00%
12.28%
11.03%
Mobile Phone
Augmented reality
Digital in-store signs
Digital mirrors to visualize the final
solution
In-store robots (Home Depot concierge)
Virtual reality room
Gesture controlled digital wall
Geo-located offers (beacon)
Tablets
Multi-touch interactive digital sign
Mobile,
tablet and
multi-touch
interactive
lead needs
and fit
SLDNXT Immersive Online Study, 2018
31. Principle #2: Connect with story
Online Reach Mobile
Experiences
Social Validation
Digital Signage
Experiences
Interactive, VR & AR
Experiences
32.
33. 14
Welcome Desk Seating with tablets
Wealth Management
VR Innovation Zone
VR
Meeting Pods
ATM
Wealth Management
Offices
Wealth Management
Waiting Area
Large Digital Screen Wall Business Banking AreaCash Banking Area Manager’s OfficeVIP Cash Area VIP
Internet Banking
Electronic Banking
Center
44. Action Item #1
Clearly define project mandate and
team:
• Identifying cross-functional teams
• Develop a project charter
• Gain internal alignment
45. Action Item #2
Use a clearly defined process
Customer
needs and
priorities as
part of banking
journey
Identify the
opportunities /
scenario from
evolution to
revolution
Explore
potential
scenario /
virtual customer
experiences
Confirm the
ideal
experience
factors and
dimensions
Adapt the ideal
experience to
the real world
environment
Validate the
ideal
experience and
ensure
coherent
execution
Define
Customer
Journey
Discovery
Scenario Ideation Validation Prototype Roll-Out
Design
Deliver
52. Key Opportunity Questions
• Where do you stand on the digital transformation journey?
• Are there friction points in your customer branch journey you wish
were solved?
• Are you considering an agile process to respond to rapid shifts
occurring in the marketplace?
• What are key opportunities you are currently considering our firm
can bring added value?