Digital Branch Waitlist

UX Product Design Lead

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What I did:

  • Worked directly with business and development partners to establish a strategy and plan around the design team’s engagement for the process
  • Assessed user research, competitive analysis, customer problem statements, business needs, personas and other useful data to develop design and experience strategies
  • Presented those experience strategies as wireframes and user flow visuals for partner discussions and to clearly direct the rest of the design team deliverables
  • Lead design team to quickly create required designs, content and deliverables for the immediate scrum requirements

To better assist customers during the COVID minimal occupancy requirements, a brand new, innovative mobile waitlist experience was created for the bank. This allows the walk up branch users to get onto a waitlist while still outside with minimal human to human contact while they wait.

We needed to quickly build a waitlist experience that could tie into the existing banker appointment system, allow a walk up customer to easily access with their mobile device, prevent customer crowding and fraud.

Utilizing the existing appointment system (and improved it), branch specific QR codes, clear instructions and a short questionnaire, we were able to let customers virtually stand in line while they waited to see a banker inside.

This new tool allowed branches to still maintain one-on-one relationships with their customers without risking public health and safety.

Metrics after 3 week pilot 6/26-7/17:

  • 7K customers utilized the Digital Waitlist
  • Week 3 daily volumes were 200-315/day
  • Week 1: 400-500/day & Week 2: 250-450/day
  • Overall success of customer registration remains high (83%)