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Visual support for hdfc bank phone banking


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Visual support for hdfc bank phone banking

  1. 1. Visual Support for HDFC Bank Phone Banking<br />Summer Internship Project<br />Guide: Prof. Anirudha Joshi<br />Interaction Design, IDC, IIT Bombay<br />Syed Fawaz Ahmed<br />3rd Sem, New Media Design, NID<br />
  2. 2. Project Focus<br />Study an interactive voice response (IVR) system in Indian context and design a "visual support" for the same.<br />Improve the usability of HDFC Bank’s Phone Banking and add visual support to it.<br />
  3. 3. Goal of the project<br />Information Board  Efficient Banking Medium<br />Current Perception of Phone Banking Desired Perception of Phone banking<br />Safety, Reliability and Error-free transactions are Primary Concerns<br />Leverage on the “ease of learning” and privacy and aspects of IVR<br />24/7 availability and on-the-go banking must be the USP <br />
  4. 4. Focus of the Contextual Inquiry<br /><ul><li>Users interviewed</li></li></ul><li>Top insights from the affinity<br />Phone Banking for Specific Purpose only<br />State banks trusted more than private banks<br />Phone banking is alternative to net banking<br />Benefit comes with costs<br />
  5. 5. User goals, constraints, problems and opportunities<br />Low Trust on Phone Banking <br />No Written Proof of transactions<br />IVRS is a time consuming process<br />Accessibility issues of Phone<br />
  6. 6. Key Design Ideas<br />Graphic + Text + Audio = IVR 2.0<br />Natural voice tone – willing to help<br />Transaction Details sent via SMS and email<br />Improve Trust Factor: More services, Additional layer of security<br />Phone Bankers(PB) must direct the callers to required set of options<br />
  7. 7. Key Design Ideas<br />Audio Progress Bar – Convey the current status to user<br />PB call back the customers<br />Avoid Monotonous “I am in a queue” feeling<br /><ul><li>Minimize Key Presses </li></ul>Customizable Menu<br />Get me to the Phone banker<br />
  8. 8. Gaurav Kumar: Self employed Tailor<br />“I want to get more customers and want to deliver the dresses at right time”<br />Business Growth: Gaurav wants to move from a small tailoring shop to a bigger made-to-fit boutique exclusively for ladies garments. He wants to open up one more branch in the near future. <br />Secure future for family: Gaurav wants his children to get educated well so that they don’t have to struggle as much as he did to start the tailoring shop. He wants to save money for their future by investing wisely and safely <br />Key goals<br />Gaurav feels he has become an expert in ladies garments but learning new stuff related to computers is still a challenge to him. He also wants to improve his English so that he can transact with all types of customers. <br />A day in the life<br />Everyday he starts his work by marking the clothes based on customer requirements. Then he gives the cloth for cutting and stitching to his employees and tells them any special instructions given by the customer. Post lunch he packs the finished dresses and gets on his TVS XL to deliver the dresses<br />to the clients. Every month he visits the bank to transfer funds to his brother who is studying in Bangalore. But he cannot afford to go to the bank because of his tight schedule. He gets free only in evenings when the banks are closed. His weekends are more hectic as customer vistis are more. <br />However he feels secure while transacting in a branch as he is able to have 1-1conversation and he gets proof of all his transactions. <br />Gaurav has used Phone Banking only once to report loss of card. He feels the Phone Banking is time consuming and monotonous. He wishes to talk to Phone Banker directly.<br />Age: 28 years<br />Education: 10th Pass<br />Mobile Usage: High usage, gets 50 calls per day<br />Other Uses of Mobile: SMS to customers about dress status, stores contacts, listens to mp3 music, takes photos of any new dress style or cloth material<br />Handset: Nokia C3-01<br />Computer Skill: Beginner<br />Background: Has been stitching clothes since he was 12 with his father<br />