Business Banking of the Future - Workshop 2: Virtual Bank Branch
For our second Business Banking of the Future workshop, we once again brought together thought-leaders from the banking and FinTech industries with the aim of finding innovative solutions which will help improve financial industry processes.
We led Design Sprint 2.0 workshops allowing us to address our identified challenges, design solutions, and verify them with real users.
How might we introduce a virtual branch for business customers, ensuring a satisfying customer journey?
- Andrzej Święch - Sales Steering Leader at Raiffeisen Bank International AG
- Mikołaj Bąk - Head of Corporate Banking Sales Department at PKO Bank Polski
- Dariusz Mroziński - Head of Corporate Banking Business Development Department, mBank.SA
- Serkan Ünal - Channel Manager EMEA, Mambu
- Mateusz Blocher - Senior Associate at Sołtysiński Kawecki & Szlęzak
- Krzysztof Sobala - VP at Mastercard Data & Services
- Alex Valdes - CFO, Trust Stamp
- Wojciech Rudziński - Head of SME Sales Management Bureau, Bank BGZ, BNP Paribas S.A.
- Peter Anderson - Country Lead at Tink.
Our defined challenges:
- How might we build trust between the user and the bank in terms of granting access to different client’s data to the bank?
- How might we ensure a satisfying customer journey when using virtual branch services?
- How might we build widgets that will be useful for clients in their daily business?
We decided that our main area of focus should be on creating a virtual bank branch - this enables branch employees to deliver branch services to customers wherever they need. It includes virtual account onboarding, loan applications, deposits, virtual customer service and other banking services.
The current situation:
- Banking is currently still dispersed, with the most of the activities taking place in-branch or on the meeting with banking advisor e.g. opening business bank accounts
- Digital communication with an advisor usually takes place via one channel e.g. onsite, and is barely available in online mode.
- Digital interactions, on the whole, do not anticipate client needs and do not suggest any call for action based on this.
Our winning solution:
An individually personalized banking app, based on the client's profile and able to predict their needs, instantaneously responding to feedback and creating a fully personalized digital service.
We created a prototype of an app which was customized based on information about the client. We planned an AI-based analysis of inflows and outflows, complete with payment details, as well as interactive, omnichannel banking advisor involvement.
We then tested this approach among a target user group. Users were asked the questions: ‘What are your thoughts about being able to customise the layout to your own needs? What information is it OK for us to gather to help customize your UI?’
Initial tests with the business clients confirmed the attractiveness of the ideas. We also gathered feedback on potential improvements.
We will discuss the outcome with the participants and plan our next steps.