Talk given at Centre for HCI Design (HCID) Open Day, City University, on April 30th, 2015 #HCID2015 High street banks have made a concerted effort to move away from reliance on the physical branch, with innovations including photographing cheques to pay them in and the changing focus of branches from town centre to leisure locations (like shopping centres). We will explore how digital innovation is impacting the physical branch in banking, and whether the lines are blurring between the two. How is the digital experience different from the physical experience? Are our expectations of of both experiences different? How is this likely to change in the future? http://www.interaction-lab.co.uk/hcid-open-2015-500pm-talks/

1. The Digital Bank and the Branch
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#HCID2015
30-04–15

2. 12+ years experience as a designer working within the digital space
creating rich user experiences through websites and applications.
Worked exclusively within the financial industry, on projects for T1 and T2
Investment banks. Experience spans working in high performance agile
teams, designing bespoke rich internet applications, notably
including single dealer platforms for FX, commodities trading
platforms, portfolio management, research, and trading analytics tools.
About me
2
Am problem solver, and strive to build innovative design solutions that meet both user needs and provide
business value.
I bring an multidisciplinary approach - with a background as an architect, analytical researcher, and graphic &
web designer - to the design of complex systems and user interfaces.
Twitter: @alteredeye
LinkedIn: www.linkedin.com/in/alteredeye

3. Banks are institutions based on
transactions and currency.
We use them to make deposits,
withdrawals and investments in our
future.
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What is banking?
its about our earnings
its about our savings
its about trust
its about security
its about growth
its about stability
its about relationships
ultimately its about enabling us to live our life now
and plan for the future

5. What’s happening today?
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6. Digital technologies are transforming banking
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7. Traditionally, the physical branch was the focus
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8. 8
Now transactions and connections are the focus

9. Some of the many challenges faced by banks
• bank profits are under strain with regulatory pressures and
rising operating costs
• traditional branch based model is financially unsustainable
• empowered consumer has many choices
• change in customer expectations and needs
• relationship to bank is increasingly via digital
• growth of disruptive technology: crypto-currencies,
alternative funding, crowd funding, peer-2-peer lending,
micro-payments
• continual erosion of trust of financial institutions
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10. What does the branch look like today?
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11. Branches on high streets as stores or brands
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12. Branches with lounges
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13. Branches in shopping centres
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14. Branches in supermarkets
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15. Branches as drive-throughs
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16. Branches with pods or semi-private areas
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17. Branches with ‘personalised’ tellers
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18. Branches with video tellers
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19. Branches as self-service
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20. Branches with technology
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21. Branches as internet (advisory) service
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22. There are ‘spaces’ within branches to:
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attract
wait
educate
transact
consult
advise
self serve

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branches
or stores
bank app
website
telephone
text
social media
The branch augments the banking experience
omni-channel
experience
interconnected
touchpoints
relationships
financial advice

24. Banks face design challenges
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BBVA has just recently bought San Francisco based user
experience and design company Spring Studio as it pushes
to become the ‘best digital bank of the 21st century’.
Capital One acquired the well-known user experience design
consultancy Adaptive Path last year in a move to rapidly
build up its own internal UX and product design group.
We are likely to see more banks form alliances with design
firms in order to stay competitive.

25. Banks need to develop a deep
understanding of customer needs and
behaviours, and connect to their
customers 24*7, to build and retain long-
term relationships.
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26. The ‘branch’ is likely to remain relevant
in one or many of its forms, but will only
be one touchpoint in the augmented
banking experience as a whole.
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27. Tobias & Tobias
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Since 2001, T&T have contributed to the design and development of many landmark digital products, working with
some of the world’s leading organisations.
We combine deep understanding of human behaviour, scientific research and user-centred design techniques with
extensive experience.
ResearchersStrategists Designers
• Business strategists
• Experience and service strategists
• Domain experts & SME’s
• Cognitive ergonomists
• Behavioural scientists
• Psychologists
• Ethnographers
• Information architects
• User experience researchers
• Computer scientists
• Information designers
• UX designers
• Engineers
• Architects
• Product and industrial designers
• Visual designers
• Multimedia producers

28. www.tobiasandtobias.com