This document describes 6 events from Jenny's experience with her bank's virtual assistant app over many years. 1) When Jenny lost her purse containing her cards, the app allowed her to quickly cancel them and get emergency cash. Her new cards arrived on time. 2) The app detected fraudulent transactions on Jenny's account and alerted her. After verifying, her balance was reimbursed and new cards dispatched. 3) The app recognized a pay increase for Jenny and recommended overpaying her mortgage, showing potential savings. It motivated her to pay off her mortgage early.

1. Lifetime
Dashboard
Jenny lives in Leamington Spa with her
husband. She joined her bank at the
age of 22 and immediately signed
up for its Virtual Assistant app.

2. Event 1: When things go wrong
Lost bank cards
Jenny has lost her purse,
which contains all her debit
and credit cards.
She immediately uses
her bank’s Virtual
Assistant mobile app
to cancel them.
IMMEDIATE
ASSISTANCE
Within minutes, Jenny’s bank
calls to confirm that everything
has been taken care of. Jenny
is reassured to be told that
she will be covered for any
fraudulent card activity.
She is also sent an
emergency cash code to
her phone - this will let
her get cash from an ATM
without a card.
LOOKED
AFTER
REASSURED
PLEASED
RESOLUTION
Jenny’s Virtual Assistant
shows that her new bank
cards have been ordered
and will be dispatched
within 24 hours. She can
track progress and requests
for the new cards to be
delivered to work.
They arrive on time and
Jenny activates them
using her Virtual Assistant
app. She’s also been sent
an e-voucher for her local
department store which
she can redeem against
leather goods – time for
a new purse!

3. Event 2: Protected from fraud
Spotting unusual
transactions
Jenny’s Lifetime
Dashboard shows that
Jenny travels a lot with
work. However, recent
transactions have taken
place in an unexpected
location and don’t match
Jenny’s spending patterns.
INSTANT ACTION
The unexpected transactions
trigger an event within Jenny’s
Virtual Assistant app and she
is alerted to verify transactions.
PROTECTED
INFORMED
Jenny’s current account
balance changes to
show that she has
been reimbursed for
the fraudulent activity.
She’s also given a full
breakdown of the value
of these transactions.
Jenny can instantly see
that they are fraudulent
and clicks to confirm
card cancellation.
SAFE AND
SECURE
RESOLUTION
Jenny’s Virtual Assistant
app shows that her
new bank cards will be
dispatched within 24 hours.
They arrive on time and
Jenny activates them
using her app. She is
also given insight into
how her card details
were accessed for
fraudulent use and clicks
to read a quick guide
about how to protect
herself in the future.

4. Event 3: Managing life events
Changes in financial
circumstances
Jenny’s Virtual Assistant
App recognises that she’s
had a promotion at work,
as her salary payments
have increased.
It congratulates Jenny and
suggests she starts to make
monthly over payments on
her mortgage - showing the
impact this would have on
her household budget.
INTELLIGENT
RECOMMENDATIONS
Using the integration
with her personal
financial management
and saving goals, she
is able to have greater
flexibility in managing
her money.
IN CONTROL
Jenny can also visualise
her progress with a fun
game that shows her
which parts of the house
she now owns outright.
This really brings it home;
she’s determined to
save more.
MOTIVATING
FINANCIAL GOALS
Over the next few months,
Jenny is pleased to see
the positive impact her
overpayments are making
over the lifetime of her
mortgage. She’s able to try
different ‘what if’ scenarios
and is motivated to see
she’s on track to pay her
mortgage off 5 years early.
INSPIRED

5. Event 4: People like me
Making comparisons
Jenny is invited to
compare her financial
status with other people
with the same profile.
KNOW HOW
YOU COMPARE
She uses a simple
mobile app, which has
pulled together her financial
data and gets immediate
feedback.
She’s pleased to see
that she’s saving more
than most other people
in the same category.
CONNECTED
Jenny signs up for the
Connected Home service
and is rewarded with a
wearable payment device
for festivals and concerts.
It’s been pre-loaded with an
e-voucher for her favourite
band’s tour date at the O2!
REWARDED FOR
FINANCIAL CHOICES
Jenny’s bank can see that
she has a good handle on
her finances and is also
extremely tech savvy. It
invites her to get involved
in its latest innovations,
including biometric
fingerprint trials and a
Connected Home service.
This allows her bank to
provide the best utility
deals using intelligence
from her home and energy
consumption levels.
VALUED

6. Event 5: Changing details
Addressing life events
After being married 5
years Jenny has decided
she now wants to take
her husband’s name.
CHANGES ARE EASY
She uses her Virtual
Assistant App to do this,
which easily validates
the change request using
Jenny’s marriage certificate,
which is held in her secure
e-document wallet.
The bank immediately
changes the details that
appear on her app. She
is also congratulated
on her 5-year wedding
anniversary with a
discount voucher
for John Lewis.
SURPRISED
Using this information,
her bank can now notify
her of relevant new loans
and insurance services.
ADDING VALUE TO
LOW-VALUE TASKS
With one click Jenny can
combine her financial goals
with her husband’s.
INFORMED

7. Event 6: Ready for retirement
Financially fit
Jenny has been with her
bank for over 30 years
and is now approaching
retirement.
PREPARED AND
INFORMED
Jenny is grateful to be
kept up to date with all the
latest government rules on
pensions and other useful
commentaries.
Her bank turns any
jargon into plain English
and gives insight on
what it means for her
specific circumstances.
VALIDATED
Jenny does some extra
research and then asks
her Virtual Assistant app
some detailed questions.
She is reassured that
she has enough saved
for her retirement.
MAKING THE BEST
DECISIONS FOR
THE FUTURE
Jenny’s Virtual Assistant
app offers her a Retirement
Health Check, which helps
her do some “What if”
analysis with some simple
sliders. Relevant products
and services are presented
to her, along with links
to information sources
where she can do her
own investigations.
POSITIVE