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The Branch of the Future – a vision for the financial services customer experience

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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.

Published in: Technology

The Branch of the Future – a vision for the financial services customer experience

  1. 1. Financial services customer experience Future banking scenario Christy Coleman WoodGrove Bank
  2. 2. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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. 3. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and 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 …
  4. 4. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  5. 5. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank Savvy about her finances, Christy researches the new investment options on the WoodGrove Bank website. WoodGrove Bank's Hi, Christy Services Social feeds Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ut labore et dolore magna aliqua. Expert Opinion Live ChatInvest OnlinePromotions Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore Lorem ipsum dolor sit amet, consectetur Chat Now Lorem ipsum dolor sit amet, consectetu Lorem ipsum dolor sit amet, consectetu Lorem ipsum dolor sit amet, consectetu 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
  6. 6. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank Thinking it will increase her banking efficiency, Christy installs the WoodGrove smartphone app. WoodGrove Bank's Hi, Christy Services Social feeds Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ut labore et dolore magna aliqua. Expert Opinion Live ChatInvest OnlinePromotions Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore Lorem ipsum dolor sit amet, consectetur adipiscing elit, sed do eiusmod tempor incididunt ut labore et dolore Lorem ipsum dolor sit amet, consectetur Chat Now Lorem ipsum dolor sit amet, consectetu Lorem ipsum dolor sit amet, consectetu Lorem ipsum dolor sit amet, consectetu 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 Lorem ipsum dolor sit amet, consectetu Lorem ipsum dolor sit amet, consectetu Lorem ipsum dolor sit amet, consectetu Bank You have downloaded the WoodGrove app. Enjoy your personalized service.
  7. 7. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  8. 8. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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
  9. 9. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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
  10. 10. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  11. 11. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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
  12. 12. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  13. 13. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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."
  14. 14. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank Bryon Soper, the branch attendant is notified by a message on his tablet about Christy Coleman’s arrival.
  15. 15. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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
  16. 16. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  17. 17. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  18. 18. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  19. 19. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank After few minutes Evan Sacco appears holding a tablet in his left hand and extending his right hand to greet Christy Coleman.
  20. 20. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  21. 21. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  22. 22. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  23. 23. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  24. 24. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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?
  25. 25. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  26. 26. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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
  27. 27. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  28. 28. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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
  29. 29. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  30. 30. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  31. 31. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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
  32. 32. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  33. 33. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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.
  34. 34. Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to invest Share feedback and promote bank 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

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