WE CHALLENGED OURSELVES TO TRANSFORM THE MEANING OF "SERVICE QUALITY"
During an in-depth study on the dynamics and experience at Banco and Grupo security -in which we looked both at the users and stakeholders- we discovered the need to redesign the branch office experience, making it more memorable and user friendly throughout.
We reduced the strain on the physical channel by promoting the use of alternative mediums, and boosted the value of in person interactions by creating specialized areas, to foster an atmosphere of closeness and a more personalized experience, from the moment you step into the space, until you leave.
34
INTERVIEWS
comprised of clients, non-clients and stakeholders of Banco Security, in order to understand their needs and study their experience in contrast to other bank services.
comprised of clients, non-clients and stakeholders of Banco Security, in order to understand their needs and study their experience in contrast to other bank services.
1400
MINUTES
Of observation -an integral part of ethnographic research- in multiple branch offices located in different Chilean cities.
Of observation -an integral part of ethnographic research- in multiple branch offices located in different Chilean cities.
10
WORKSHOPS
10 WORKSHOPS
with varied stake holders and key players from Banco and Grupo Security. Through this collaborative dynamic, we built a comprehensive picture of the business and co-designed the new service experience, with the help of tools such as desktop walkthrough and flow layouts.
with varied stake holders and key players from Banco and Grupo Security. Through this collaborative dynamic, we built a comprehensive picture of the business and co-designed the new service experience, with the help of tools such as desktop walkthrough and flow layouts.
Four different zones -defined by both space and experience- must exist within the branch office to meet the needs of customers and non-customers. These are: waiting, transaction, self-attention and relationship.
Speed, comfort, education and privacy are the key concepts associated with good service within a Banco Security branch offices.
Four different zones -defined by both space and experience- must exist within the branch office to meet the needs of customers and non-customers. These are: waiting, transaction, self-attention and relationship.
Speed, comfort, education and privacy are the key concepts associated with good service within a Banco Security branch offices.
