Customer signs into their local Credit Union website. When they need help, they will choose a video chat option.
Selecting the video option will prompt a tech check that will ensure audio, video, internet speed and notify them that it is a secure connection. Once connection is secure, a local bank representative will appear on the screen. Note, the online banking experienced is solely controlled by the customer. The customer is driving the experience via guidance from the teller. NO REMOTE ACCESS. Once the session is finished, there will be an option to download a chat transcript if that option was used. They can rate the call and service, similar to start ratings used in Uber. They can also view a summary of actions completed during session.
Whenever possible the customer will be connected to the same teller that assisted in the online experience. If not, the substitute teller will have access to session notes to insure consistency of service.
Update on 12/5
After creating this prototype, we tested it with a few members of our target audience (50- to 65-year-olds).
Here are a few key takeaways from our user testing:
1. Users liked that they were talking to a real person from their own bank, someone that they could see.
2. Users might not want to turn their own camera on (they’d probably be using this service at home, and one user explained that she might not be looking very “presentable”). Another users said it would feel "weird" if the representative could see her.
3. When the user does the video call, they feel like the experience is more personalized and that they are more valued. They also feel more secure talking about their accounts from their own home (instead of in public, or on their mobile phones).
4. One user said he would probably not use this service because he passes by his bank branch every day on the way to work, so he'd rather just go in and talk to someone in person.
5. Users liked getting a summary of what they had done during the conversation.
Based on these takeaways, we are doing the following in our design:
1. Emphasizing that users do not have to turn out their own camera (and make sure that they do not feel pressured to do so), but keeping the option for those who feel it would be helpful.
2. Optimizing the feature for a desktop experience
3. Highlighting the tasks that were accomplished during the conversation, and giving users the option to download a transcript of their conversation
1. Online scheduling calendar that will allow you plan a call with a local bank representative in advance. (For example, similar to scheduling a Genius appoint at Apple Stores). This will be especially useful for users who may have busy schedules and who are not often able to get to their bank branch.
2. Helping users to prepare a draft of paperwork during a conversation online, and then sending these drafts to the physical branch for authorization and execution. This allows for more cohesion between the online platform and the physical experience.