Microsoft Services helps businesses all over the world build the right solutions to meet their business goals. This “Branch of the Future” scenario shows how customers and bank employees use technology to experience a new way of banking from browsing products to visiting the branch to making investment decisions.

1. Financial services
customer experience
Future banking scenario
Christy
Coleman
WoodGrove Bank

2. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest
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Microsoft Services helps businesses all over the world build the right solutions
to meet their business goals.
We start by creating personas and scenarios to outline
the optimal customer experience.
In this “Branch of the Future” scenario see how customers and bank employees
use technology to experience a new way of banking from browsing products to
visiting the branch to making investment decisions.

3. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest
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promote bank
Christy speaks with a
representative of WoodGrove
Bank about a new investment
plan that suits her financial
profile and long-term objectives.
Christy Coleman
Customer
Evan helps Christy finalize her
investment plan and draws on
the expertise of the life plan
specialist.
Evan Sacco
Investment advisor
WoodGrove Bank
Bryon helps clients with initial
formalities until the investment
advisor is available.
Bryon Soper
Branch attendant
WoodGrove Bank
Working remotely, Dianna helps
customers finalize their investment
plans to satisfy their long-term
objectives.
Dianna Owens
Life plan specialist
WoodGrove Bank
Introducing …

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Christy Coleman is shopping for a new investment plan that suits her
financial profile and long-term objectives. She has managed some of
her personal savings and investment accounts at WoodGrove Bank for
the past ten years. Recently, she has seen financial planning ads for
WoodGrove in email, online, and on TV.

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Savvy about her finances,
Christy researches the new
investment options on the
WoodGrove Bank website.
WoodGrove Bank's Hi, Christy
Services
Social feeds
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Expert Opinion
Live ChatInvest OnlinePromotions
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Christy Coleman
Customer WoodGrove Bank Hi, Christy
Services
Invest now for benefits on our offers Banking overview
Overview
Experience personalized
service. Download the app
today!
One bank, many branches
An exclusive plan
tailored for you

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Thinking it will increase her
banking efficiency, Christy
installs the WoodGrove
smartphone app.
WoodGrove Bank's Hi, Christy
Services
Social feeds
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ut labore et dolore magna aliqua. Ut enim ut labore et dolore magna aliqua.
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dolore
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eiusmod tempor
incididunt ut labore et
dolore
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Christy Coleman
Customer WoodGrove Bank Hi, Christy
Services
Invest now for benefits on our offers Banking overview
Overview
Experience better, more
personalized service.
Download the app today!
One bank, many branches
Social feeds
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Bank
You have downloaded the
WoodGrove app. Enjoy your
personalized service.

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Christy decides to speak personally with a representative
of WoodGrove Bank. As she needs to deposit checks during her lunch
hour the next day, she selects a branch near her office.

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Using an interactive map on the
WoodGrove Bank website,
Christy locates several branches
near her office.
Branches
Christy Coleman
Customer
Hi, Christy
Branch Locations
Hi, ChristyLocate a branch near you
Evan Sacco
Nick Thompson
Main St.
Branch
South Gate
Branch
Nattapon Smith
Main Line
Branch
View Park
Branch
Olivia Ohara
Main St. Branch
12th Main Street

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Christy chooses the bank branch
on Main Street and makes an
appointment with Evan Sacco.
Branches
Christy Coleman
Customer
Hi, Christy
Branch Locations
Hi, ChristyLocate a branch near you
Evan Sacco
Nick Thompson
Main St.
Branch
South Gate
Branch
Nattapon Smith
Main Line
Branch
View Park
Branch
Olivia Ohara
Main St. Branch
12 Main Street
Main St. Branch
12 Main Street
Evan Sacco
William Doe
John Reis

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Branches
Christy Coleman
Customer
Hi, Christy
Branch Locations
Hi, ChristyLocate a Branch near You
Evan Sacco
Nick Thompson
Main St.
Branch
South Gate
Branch
Nattapon
South Gate
Branch
View Park
Branch
Eliva
Main St. Branch
10800 W Pico Blvd
Main St. Branch
10800 W Pico Blvd
Evan Sacco
William Doe
Johnathon
Thank you for making an appointment with a
WoodGrove Bank representative!
Your appointment with Mr. Evan Sacco is
scheduled for 2:00 PM, April 15, 2015 at
12 Main St. Confirmation will also be sent via
email.
OK
The WoodGrove Bank website
notifies her that she will receive
an email confirmation.

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During her lunch hour the next day, Christy uses the
helpful location finder in the WoodGrove app and drives
to the Main Street branch.
Directions
Main St.
Branch
Current
location

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11:02 AM
.
Christy Coleman
Customer
Bank
Christy, welcome to WoodGrove
Bank's Main Street branch.
As Christy enters the bank, her
smartphone chimes and a
notification appears welcoming
her to the bank.

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11:02 AM
Christy Coleman
Customer
Bank
Discount Travel
Christy sees the partner
promotion for discount travel
and taps it. A vacation in Costa
Rica sounds appealing to her this
time of year.
Invest now for benefits on our offers
Itinerary
Packages
Costa Rica
“This holiday—It’s your time."

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Bryon Soper, the branch
attendant is notified by a
message on his tablet about
Christy Coleman’s arrival.

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Bryon clicks the
notification to open
Christy’s customer
profile in the
WoodGrove bank app.
Bryon Soper
Branch attendant Christy Coleman
Christy Coleman
Digital Marketing Executive
Contoso Watches
christy@contosowatches.com
XXX XXXXXX
Email
XXXXXXXXX, XXXXXXX
INVESTMENT SUMMARY
Total amount: $ XX, XX, XXX
Savings account: $ XX, XXX
Mutual Funds: $ XX, XXX
Insurance: $ XX, XXX
Powered by Dynamics CRM
WoodGrove Bank: Customer Profile Branch associate ?
Bryon Soper

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Good afternoon, Ms. Coleman. My name
is Bryon. Welcome to WoodGrove Bank. I
see that you have an appointment with
Mr. Evan Sacco. He is on his way. Please
have a seat in the lounge until he arrives.

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Christy is seated comfortably
in a semi-private lounge area.
A large, interactive display
displays a personalized
greeting and attracts her
attention with information on
investment options,
low-interest car loans, and
partner offers.
Welcome to
WoodGrove
The future of smart
banking
and
investmentsInvestments
Home loans
Special offers
Credit cards
Welcome to WoodGrove Bank,
Ms. Coleman. While you wait,
please explore our latest offers
and services.

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Christy is delighted by the personalized
treatment she's receiving.
She interacts with the large display to learn
more about the bank’s investment plans.

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After few minutes Evan Sacco appears holding a tablet in his left hand
and extending his right hand to greet Christy Coleman.

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Hello, Ms. Coleman. Thank you for
waiting. I'm Evan, an investment
advisor here at WoodGrove Bank. I
understand you wish to take a look at
a few new investment options with me
today?
Hi, Evan. Thanks for seeing me. I'm
interested in some of your new life
plan offerings. I've done some
research on them online, but I want to
make sure that what you have is right
for me. As you know, there are a
number of compelling choices on the
market.

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Evan suggests they review
Christy’s current investments and
look at an investment plan that
satisfies Christy’s requirements.
Evan Sacco
Investment advisor
Christy Coleman
Customer
Christy Coleman
Christy Coleman
Digital Marketing Executive
Contoso Watches
christy@contosowatches.com
XXX XXXXXX
Email
XXXXXXXXX, XXXXXXX
INVESTMENT SUMMARY
Total amount: $ XX, XX, XXX
Savings account: $ XX, XXX
Mutual Funds: $ XX, XXX
Insurance: $ XX, XXX
Powered by Dynamics CRM
WoodGrove Bank: Customer Profile Investment advisor ?
Evan Sacco
Evan pulls up Christy’s profile from
the Customer Profiles section of the
bank’s application.

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After updating Christy’s contact
information and reviewing her
investments, Evan generates a
page listing four investment plans:
WoodGrove’s Gamma and Delta
plans and two others available
through an online brokerage.
WoodGrove Bank: Investment Plans Investment advisor ?
Evan Sacco
Below are the recommended investment plans based on your details.
Gamma Life Plan Delta Life Plan
Investment Plans
Investment Vega Investment Rho
WoodGrove suggests this plan based on
Christy Coleman’s current requirements and
previous investment pattern.
Compare selected in modeling tool
Christy asks Evan to model some of
the options to help her choose one.
Evan uses the investment modeling
feature of the app to compare
selected plans.
Evan Sacco
Investment advisor
Christy Coleman
Customer
The app’s predictive tool analyzes
Christy’s details and suggests a plan
based on her previous investment
patterns.

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WoodGrove Bank: Investment Plans Investment advisor ?
Evan Sacco
Investment Plans > Investment Modeling Tool
Gamma Life Plan
Delta Life Plan
Plan 10 Yr plan 20 yr plan 30 yr plan
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
Investment Vega
Below are comparisons of the selected investment plans.
Christy asks Evan more details about
the chosen plan. She wants to know
about the variability in the fund
portfolio.
Evan Sacco
Investment advisor
Christy Coleman
Customer
Christy and Evan select an
investment package based on
the Delta Life Plan. They compare
it to a similar investment plan
from one of WoodGrove's
competitors.

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I’m afraid I don’t have that information.
Let’s call the WoodGrove life plan
specialist to answer your questions.
Someone I trust about these kinds of
things said I should make sure I
understand the variability in the fund
portfolio. Can you tell me how often it
changes? Or whether the fund includes
any securities that could cause it to gain
or lose value in a short amount of time?

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WoodGrove Bank: Investment Plans Investment advisor ?
Evan Sacco
Investment Plans > Investment Modeling Tool
Life Plan Gamma
Life Plan Delta
Plan 10 Yr plan 20 yr plan 30 yr plan
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
$ 500:
$ 1000:
$ 2000:
XXXXXX
XXXXXX
XXXXXX
Investment Vega
Below are comparisons of the selected investment plans.
Customer profiles
Bank Executive profiles
Evan Sacco
Investment advisor
Christy Coleman
Customer
Evan checks the bank’s executive
profiles and sees that Dianna
Owens is available. Dianna Owens
is the remote life plan specialist.
Evan views the executive profiles
available only to other executives.
Dianna Owens, the remote life plan
specialist is available.

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Investment advisor ?
Evan Sacco
WoodGrove Bank: Executive Profiles
WoodGrove Bank
Full Name ▲ Expertise Email Status Actions
Dianna Owens
David Smith
John Doe
John Smith
Katherine Anderson
Koyal Gupta
Life Plan Expert
Loan Expert
Mutual Funds Executive
Branch Executive
Investment advisor
Financial Advisor
dianna@wgbank.com
davids@wgbank.com
johnd@wgbank.com
jsmith@wgbank.com
Kath@wgbank.com
kgupta@wgbank.com
Total contacts: 69
Online: 21 Offline: 39
Powered by Dynamics CRM
XXXXXXX
XXXXXXXXX
XXXXXXX
XXXXXXXXX
XXXXXXX
XXXXXXXXX
Evan views the executive profiles
available only to other executives.
Dianna Owens, the remote life plan
specialist is available.
Evan Sacco
Investment advisor
Christy Coleman
Customer

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Evan Sacco
Investment advisor
Christy Coleman
Customer
Dianna Owens
Life plan specialist
Evan
Sacco
Evan uses the Skype feature in the
bank’s app to connect with Dianna
who works remotely.

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Evan
Sacco
Evan introduces Dianna and Christy
and explains the question. Dianna
shares the details on her screen and
explains the plan's securities
composition and variability.
Evan Sacco
Investment advisor
Christy Coleman
Customer
Dianna Owens
Life plan specialist

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Christy is satisfied with Dianna's response and pleased
with Evan’s advising skills. She's especially impressed
by the comprehensive, seamless, and engaging
approach of the WoodGrove Bank team. Christy
decides to invest in the fund.

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WoodGrove Bank: Investment Plans Investment advisor ?
Evan Sacco
Customer ID: XXX XXXXXX
Name: Christy Coleman
Plan Details:
Accept and Sign off
Investment Plans > Add to Portfolio
Life Plan Delta
Evan Sacco
Investment advisor
Christy Coleman
Customer
Evan uses his tablet to add the fund
to Christy's portfolio while Christy
follows along on the monitor. After
Christy confirms the total amount to
invest and provides details about the
funding source, she signs off on the
transaction displayed on the tablet
with a stylus.

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WoodGrove Bank: Investment Plans Investment advisor ?
Evan Sacco
Customer ID: XXX XXXXXX
Name: Christy Coleman
Plan Details:
Accept and Sign off
Investment Plans > Add to Portfolio
Life Plan Delta
Evan Sacco
Investment advisor
Christy Coleman
Customer
Evan uses his tablet to add the fund
to Christy's portfolio while Christy
follows along on the monitor. After
Christy confirms the total amount to
invest and provides details about the
funding source, she signs off on the
transaction displayed on the tablet
with a stylus.
Sign off
Please Sign off to complete the process of adding the
investment plan to your portfolio.
Done
x

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Evan praises Christy’s choice and thanks her for investing with WoodGrove Bank.
Would you please rate your
experience today? You’ll receive a short
survey from us along with your
transaction confirmation in email. If
you use the WoodGrove Bank app,
you’ll see it there, too.

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From:
To:
Subject:
WoodGrove Bank
Christy Coleman
Customer Transaction
Summary
Report
Dear Ms. Coleman,
Thank you for visiting WoodGrove
Bank today.
Your transaction 0645709614 was
made from your account
XXXXXXXX0000 on March 3, 2015 at
14:18.
Please use the link below to answer a
brief survey about your experience.
Customer Satisfaction Survey
Sincerely,
Evan Sacco, Investment Advisor
WoodGrove Bank
Thank you for visiting
WoodGrove Bank...
Bank
Christy clicks the link in the
WoodGrove Bank app and opens a
short survey that allows her to rate
her investment experience.

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Christy Coleman
Customer
Public Relations
Organization Overall
Poor Excellent
How would you rate the effort
regarding the following services.
Feedback
Recommend us
Poor Excellent
Christy quickly fills out the
simple survey that informs other
potential customers about the
extraordinary retail banking
experience she just had.
Bank