Bank of the future is the outcome of a research and a concept design project we made for an Italian bank. This work was completed on the October 2013. It showcases the context, the customer journey and 5 developed scenarios (with related UX concept illustrated) related to a branchless bank that focus on the youngest generation of clients. On request of our client we developed also a prototype of one the 5 concepts. Even if we showcase just 5 of them, as you can notice from the customer journey we have much more in our portfolio.

1. The bank of the future
Online banking scenarios

2. Fiction
© 2013 Enhancers

3. Real
© 2013 Enhancers

4. TryingTrying
© 2013 Enhancers

5. Succeeding
© 2013 Enhancers

6. Working
© 2013 Enhancers

7. Engaging
© 2013 Enhancers

8. Overthrow the paradigm:
by a bank that is present only
when it is useful to a bank
always present when I have
financial needs.
© 2013 Enhancers

9. Customer journey
subscription
transfer
loan
cash in
atm cashback
cash out
money saving
investment
trading
profiling
configuration
Open an
account
Get
money
Give
money
Manage
money
© 2013 Enhancers

10. CASH IS DEAD
MPESA
CROWDFUNDING
SONGKICK
REPUTATION ECONOMY
WAHOOLY
© 2013 Enhancers

11. Observed behaviors
to act
seamlessly
to use cash only
when necessary
to purchase
without burden
to manage routine
effortlessly
fund a
project
to manage
financial relationships
to set goals
to keep
the control
to assure
the lifestyle
to play
to be
known
to choose
subscription
transfer
loan
cash in
atm cashback
cash out
money saving
investment
trading
profiling
configuration
Open an
account
Get
money
Give
money
Manage
money
© 2013 Enhancers

12. Matrix of the touch points and behaviors
Touch points Behaviors
20 - 13 times a month
7- 10 times a month
2- 4 times a month
Frequency (2016)
• View account balance
• View stock prices
• View portfolio
• Mortgage analysis
• Consumption patterns analysis
• Mortgage online
• Budget goal setting
• Trading
• Taxes
• Bills payment
• Money withdrawal
• Assistance
• Card loss
• Mortgage signature
• A free coffee
5 - 10 times a year
1 - 2 times a year
7- 10 times a month

13. UBIQUITYRECIPROCITYREPUTATION

14. to act
seamlessly
to use cash only
when necessary
to purchase
without burden
to manage routine
effortlessly
fund a project
to manage
financial relationshipsto set goals
to keep
the control
to assure
the lifestyle
to play
to be
known
to choose
subscription
transfer
loan
cash in
atm cashback
cash out
money saving
investment
trading
profiling
configuration
Open an
account
Get
money
Give
money
Manage
money
Microtrading
Investor boards
Money jars
Cash back deals Ghost ATM
Social account
Crowdlending
Life Track
Just Here, Just Now
Lego banking
Profile yourself
Suggested solutions
Tomorrowland
© 2013 Enhancers

15. Social account
Sharing economy
© 2013 Enhancers

16. Anna organizes its online account for dedicated
partitions and goals, which can be self-contained
or recurrent. For example, the collection of money
for the rent of the office she shares with two other
friends in coworking.
She invited them to contribute, and the system
takes care each month to send notifications on
their smartphones, update on the achieved goals
and, eventually, set the bank transfer for the
owner.
So Anna can create goals for group gifts, trips with
friends, buying groups, or even set a budget for
the deals that the system proposed through a
mechanism of cash back deals
Social account
Sharing economy
© 2013 Enhancers

17. Control
Sharing
Forecast (cashback)
Social account
Sharing economy
© 2013 Enhancers

18. Ghost ATM
Liquified cash
© 2013 Enhancers

19. Ghost ATM
Liquified cash
Gianni need to withdraw 65 Euros in cash.
Find the nearest point of delivery through the its
mobile banking: a Mexican restaurant on the street
corner.
He enters in the shop with the app in background
on his smartphone, and the iBeacon, installed at
the point of sale, automatically checks him in.
Gianni goes to the cashier, asks for and receives €
65 cash, which is directly deducted from his
account.
© 2013 Enhancers

20. Availability
Untangible ATM
network
Cost reduction
Ghost ATM
Liquified cash
© 2013 Enhancers

21. Interest rank
Gamification
© 2013 Enhancers

22. Mark has achieved a ranking of 65 points as bank
ambassador. He succeeded, sharing with the his
circles content related to the Bank on Facebook and
Google+, retweeting tweets of the Bank and
interacting with his account, posting on his blog videos
of the Bank.
In this way he increased by about 0.6% on base
interest rate of 1% on its deposits.
Continuing to increase its ranking, Mark will reach a
maximum of 3%, but if it will reduce his work as
ambassador, the rate will decrease progressively up
to 1%.
Interest rank Gamification

23. Socialization of financial
mechanisms
Transformation of the users'
social capital into a tangible
capital
Interest rank
Gamification
© 2013 Enhancers

24. Investor board
Social curation
© 2013 Enhancers

25. Roberto would like to invest a part
of the money that has in the
account.
He opens his home banking,
choose the profile of the investor
that looks more similar to him and
start browse through the selected
board with a Pinterest-like
approach. Expert investors
showcase their proposals for
investment portfolios.
He saves the preferred solutions
in his collection and, once made
the decision, he buy an equivalent
portfolio with a click, without
leaving the website of the Bank.
Investor board Social curation
© 2013 Enhancers

26. Investor board Social curation

27. Investor board
Social curation
© 2013 Enhancers

28. Inclusion of dynamics of a system of advisory
in a peer to peeer relationship
Perception of the bank as trustee and
guarantor rather than as a seller
© 2013 Enhancers

29. Microtrading
Brand engagement
© 2013 Enhancers

30. Giulia wants to invest in
companies she trust,owning a
piece of brand she loves.
From her smartphone she
chooses a portfolio of her
favorite brands and sets an
investment of 25 € for each,
although this figure
represents only a fraction of
the total value.
The solution takes care to
aggregate the amounts and
buy the securities,
redistributing in proportion
possible gains to account
holders.
Microtrading
Brand engagement
© 2013 Enhancers

31. Microtrading
Brand engagement
© 2013 Enhancers

32. Training in trading through
rewarding experiences and low
commitment
Involvement of investors in the
long tail that escapes the
traditional trading

33. Guidelines for a new UX in the banking sector
From To
Data Base queries Direct manipulation
Charts Infoviz
Data entry Self tracking
Task oriented Goal oriented
© 2013 Enhancers

34. NEXT STEPS?
Enhancers srl
Via Maria Vittoria 40 bis, 10123 Torino
+39 011 046 12 57
luca@enhancers.it
www.enhancers.it