The Ideal In-Branch Self-Service Experience

Transcription

1 key features key benefits key emotions The Ideal In-Branch Self-Service Experience

2 Providing the most positive consumer experience is at the heart of every Diebold service and solution we deliver. That s why we went straight to the source to consumers with Lextant Ideal Experience Research, to understand exactly what an optimal experience looks and feels like. I prefer working face-to-face with a teller because building a relationship with them makes me feel taken care of and looked after. This study surveyed end-consumers who prefer working with a teller above all other potential banking channels. Here s what else they told us they wanted in an ideal branch experience...

3 key emotions In my ideal, in-branch self-service experience, I want to feel in control. I don t want to wait or rely on anyone else. I want to feel prepared. I want to feel safe.

4 key benefits I am informed. The first thing I see is a high-level snapshot of all my accounts, but nitty-gritty details are available and searchable by custom parameters for everything from the fine print on bank documents to account transaction details. I am advised. Helpful information, comparisons and updates are related to what I am doing and in my best interest. I am protected. My bank is accountable for any mistakes it makes so I will not be penalized or held at fault. I am at ease. I am focused because I don t feel like I m rushed, holding up other people in line, or imposing on tellers time.

5 Accurate It correctly processes any information I give it. Anywhere, anytime, anyhow It is available when and where I need it. HOW TO DELIVER ACCURATE: Confirmed I have many opportunities to double-check my transactions so if any issues arise, I can fix them while I m still at the bank. Real Time My accounts are instantly updated and shown visually as I complete a transaction. HOW TO DELIVER ANYWHERE, ANYTIME, ANYHOW: 24/7 It is always accessible, even when the branch is closed. Everywhere I Am I can find them in places I go most often, like grocery stores or airports.

6 capable It does everything I need from a bank in one stop, so I don t have to waste time or effort talking to a teller or going to another branch. comfortable It has an environment that lets me take my time, so I can focus and think without feeling rushed. HOW TO DELIVER CAPABLE: Versatile Printing It can print anything a bank might give me, like a receipt, a transaction history, loan papers, money orders and checks. Scheduling Ability Payments can be scheduled on it. Digital Sharing I can download information to and from it using my phone or a flash drive. Electronic Signature Documents can be signed directly on it, like loan papers or checks. HOW TO DELIVER COMFORTABLE: Sit & Think It has a place I can sit, like an inviting office chair. Quiet Both the machine and the environment are quiet.

7 easy to understand It works in a way that I can figure out how to use it without getting frustrated. Effortless It automates as much as possible, so I don t have to do things like adding or inputting information. HOW TO DELIVER EASY TO UNDERSTAND: Logical & Self-Explanatory I can use it without reading any directions I can just walk up to it and begin. Consistent My experience is predictable, because it looks, works and acts the same no matter what location or platform I access it from. Familiar Interactions It is intuitive because it works like things I have experienced in other areas of my life. HOW TO DELIVER Effortless: Can t Forget It works using biometrics I ve always got my fingerprint, and I don t have to worry about remembering a card or PIN. Automatically Calculates When I make a deposit, my checks are read and my cash is counted for me.

8 Fast & efficient I never have to wait for it, and it doesn t take a long time to use so I can go in, do what I need to do, and get out. Personalized It is tailored to me, learns my behaviors and understands my finances. HOW TO DELIVER Fast & efficient: Multiple Machines There is enough equipment in the branch to meet customer demand. Streamlined Transactions I can complete transactions on my handheld device, then hold my device up to it when I get there. HOW TO DELIVER personalized: Customizable I can set preferences the first time I use it or via my phone, tablet or personal computer and override them. Smart It acts in my best interest and can anticipate what I might do or need next. The interface shows only the options I regularly use and hides things I never do.

9 private It secludes me so I feel like no one can oversee or overhear my personal business. HOW TO DELIVER private: Secluded Location It is in its own room, mini rooms or pod with at least three walls and a door in a separate area of the bank or around the edge of the lobby. Transparent Privacy The secure, tinted or frosted glass lets me be aware of my surroundings. professional It treats me like a person, not a number. HOW TO DELIVER professional: Friendly Greeting It is polite and greets me by name, so I feel like I m connected to someone even if they re virtual. Clean Environment There is no trash, dirt or bad smells in the space. On-Site Help If I have a more serious problem, I can use a call button to summon a person on site. On-Screen Help I have many ways of resolving issues it can troubleshoot itself, or I can video chat with a remote or virtual person about quick questions.

10 reliable It works every time without freezing or errors. HOW TO DELIVER reliable: Alternative Access In case the biometric access fails, I can still use a backup method, like a username and password, pattern key, or my card and PIN. Conversational Interaction I can speak to it using informal, everyday language. It quickly responds just like a person so I don t have to make manual selections, read pages of information, or be limited to a pre-set menu of options. secure It ensures that my financial information can t be hacked, I am the only person who has access to my account, and I am safeguarded from physical attack. HOW TO DELIVER secure: Information Paper Shredder; Monitored Accounts; Closure; Can t Oversee or Overhear. Access Multiple ID Methods; Foolproof Identification. Environment Selective Access; Visible Cameras; Visual Privacy.

11 my solutions are... Accurate Anywhere, Anytime, Anyhow Capable Comfortable Easy to Understand Effortless Fast & Efficient Personalized Private Professional Reliable Secure i am... Informed Advised Protected At Ease I feel... In Control Prepared Safe The Ideal In-Branch Self-Service Experience To learn more about how this research can promote your journey to success, call or requests@diebold.com.