The Digital Bank and the Branch

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#HCID2015 30-04–15

12+ years experience as a designer working within the digital space creating rich user experiences through websites and applications.

Worked exclusively within the financial industry, on projects for T1 and T2 Investment banks. Experience spans working in high performance agile teams, designing bespoke rich internet applications, notably including single dealer platforms for FX, commodities trading platforms, portfolio management, research, and trading analytics tools.

About me

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Am problem solver, and strive to build innovative design solutions that meet both user needs and provide business value.

I bring an multidisciplinary approach - with a background as an architect, analytical researcher, and graphic & web designer - to the design of complex systems and user interfaces.

Twitter: @alteredeye

LinkedIn: www.linkedin.com/in/alteredeye

Banks are institutions based on transactions and currency.

We use them to make deposits, withdrawals and investments in our future.

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What is banking?

its about our earnings its about our savings its about trust its about security its about growth its about stability its about relationships ultimately its about enabling us to live our life now and plan for the future

What’s happening today?

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Digital technologies are transforming banking

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Traditionally, the physical branch was the focus

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Now transactions and connections are the focus

Some of the many challenges faced by banks

• bank profits are under strain with regulatory pressures and rising operating costs

• traditional branch based model is financially unsustainable • empowered consumer has many choices • change in customer expectations and needs • relationship to bank is increasingly via digital • growth of disruptive technology: crypto-currencies,

alternative funding, crowd funding, peer-2-peer lending, micro-payments

• continual erosion of trust of financial institutions

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What does the branch look like today?

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Branches on high streets as stores or brands

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Branches with lounges

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Branches in shopping centres

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Branches in supermarkets

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Branches as drive-throughs

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Branches with pods or semi-private areas

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Branches with ‘personalised’ tellers

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Branches with video tellers

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Branches as self-service

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Branches with technology

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Branches as internet (advisory) service

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There are ‘spaces’ within branches to:

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attract wait educate transact consult advise self serve

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branches or stores

bank app website

telephone text

social media

The branch augments the banking experience

omni-channel experience

interconnected touchpoints

relationships

financial advice

Banks face design challenges

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BBVA has just recently bought San Francisco based user experience and design company Spring Studio as it pushes to become the ‘best digital bank of the 21st century’.

Capital One acquired the well-known user experience design consultancy Adaptive Path last year in a move to rapidly build up its own internal UX and product design group.

We are likely to see more banks form alliances with design firms in order to stay competitive.

Banks need to develop a deep understanding of customer needs and behaviours, and connect to their customers 24*7, to build and retain long-term relationships.

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The ‘branch’ is likely to remain relevant in one or many of its forms, but will only be one touchpoint in the augmented banking experience as a whole.

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Tobias & Tobias

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Since 2001, T&T have contributed to the design and development of many landmark digital products, working with some of the world’s leading organisations.

We combine deep understanding of human behaviour, scientific research and user-centred design techniques with extensive experience.

ResearchersStrategists Designers

• Business strategists • Experience and service strategists • Domain experts & SME’s

• Cognitive ergonomists • Behavioural scientists • Psychologists • Ethnographers • Information architects • User experience researchers • Computer scientists

• Information designers • UX designers • Engineers • Architects • Product and industrial designers • Visual designers • Multimedia producers

www.tobiasandtobias.com