We spoke to 98 bankers, representing 44 roles across the bank.

This research unfolded over four weeks, aimed at comprehensively understanding the systems, tools, and processes deployed to assist customers throughout their banking journey.

In the pack

Banker Experience:

Insights gleaned from interviews with bankers were centered on gaining a profound understanding of the tools utilized in their daily customer interactions.

Key Themes and Initiative Focus:

The primary needs identified among our bankers revolve around dependable technology, robust data quality within our systems, and transparent processes spanning various lines of business.

What Comes Next:

Design Process: Moving Forward

Please note that the content presented here is a concise overview of the comprehensive 15+ page report, encapsulating the essence of our work and the insights garnered.

The analysis of the report encompassed:

• Synthesizing feedback gathered by note-takers, conveniently recorded on MS Forms for streamlined extraction, digestion, and chart creation.

• Incorporating insights from an independent study commissioned by the bank, exploring the future trajectory of "Banking" and elucidating consumer preferences regarding their banking experiences.

• Reviewing a comprehensive report on Dynamics 365 and the technical landscape of the bank's internal systems, independently conducted by Microsoft.

This holistic approach ensures that our analysis yields detailed insights, guiding the strategic direction of our initiative for the next 5+ years.

Strategic Design Principles

These are only the subheadings, under each principle, we had 3 key tangible artifacts/outputs and considerations included.

GOVERNED

Make systems and processes that are safe and trustworthy for our customers and bankers.

REUSABLE

Experiences are designed in a way that allows them to be repurposed across the bank.

SEAMLESS

People can achieve their goals without roadblocks or confusion. Experiences are simple, familiar, and straightforward.

EMPOWERING

Our experiences should give people confidence in themselves and the bank.

VALIDATED

Ground all decisions in what the Customer and Business needs. Designs and experiences are tested and proven to create reliable, working outputs.