One of our ideas consists of a service provided by a financial institution such as CoOp which would make the in-person banking as well as online banking experience more personalized and accessible for everyone. It would be an added feature to an already existing banking app which would allow the customer to “check-in” online at a local branch before they run their errand. The feature would allow them to select the type of service they need to access so that when they go to the bank, even before they arrive at the teller window, the teller would already know what the customer needed and would be able to run the transaction much more quickly. If the customer, instead, went to an ATM machine, they would be able to punch in their security code and access a personalized interface with the desired transaction already set-up for them: all they would have to do is hit “Done.”
This service would also possibly feature a personalized assistant, which would provide personalized advice on simple transactions all the way to savings and investments.
Our idea aims to tackle a few problems we discovered during our research phase:
- Long lines at the bank – A lot of customers complained that the biggest problem at the bank is always long lines. We hope that by giving tellers a “heads up” about clients that will be coming in along with the kind of transactions they would like to obtain, it would speed up wait time.
- ATM machines and phones having too small/too confusing of a layout – By creating the ability to personalize (text size, font, menus) ATM machine screens based on the person’s needs, it would make it a more accessible experience for customers who are 50+ and may have vision issues.
- Lack of education about finance – Allowing the option to have a personal assistant accessible from your desktop or phone would allow people who are 50+ and who don’t know much about financial services to have only information they need explained to them as they go, rather than them having to seek an advisor on their own or learn the more information than they need.
- Human interaction – The personal assistant element would hit on the insight of 50+ consumers appreciating engaging with live people at the bank. By including a live personal assistant who would be able to walk the consumer through various banking processes and answer questions, we would be looking to provide an answer to a current pain point.
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CommentKate Rushton