The idea is to change customer service practices to focus on making bank-goer's experience more personalized and welcoming. The interior of banks tend to be stark and impersonal, with lines and waiting areas feeling public service facilities that people tend to avoid until they absolutely have to go. We want to make the bank an attractive spot to go so whenever any bank-related issues arise, people don't hesitate to visit.
We center the idea around a concierge that facilitates the experience of bank-goers. This concierge will guide the visitor through the experience while keeping their comfort in mind. They will be assisted by an app or program that has the visitor's information and banking history on hand, including their goals and other information they've chosen to share with the bank. This will allow the concierge to act as a guide and show the most relevant resources instead of just the person coming to the banker with a problem and being completely reactionary. The data will be accrued over visits and visitors can input data as they wait or at home through an app, answering questions about their current financial needs and their hopes and dreams for after retirement. Encouraging appointments or regular check-ups through the app will allow the concierge to prepare for each customer beforehand with the materials and answers they need while also choosing related educational topics that they believe is relevant for this customer's goals.
For this idea we reference on-boarding experiences deployed by some beauty salons and airliners by having a waiting room where you are given things like tea and wifi in a comfortable lit and furnished area. If the customer's needs can be solved by an ATM the concierge will show them how and the rest will wait in that area until a concierge retrieves them into their already personalized session. We'd be replacing teller lines and stark environments with a more attractive and comfortable place to be in. There would be a shift in needing more concierge than tellers, and having regular schedules so bank-goers can see the same familiar faces each time they go in.