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DISCLAIMER FOR CHASE CASE STUDIES

Due to prior contractual obligations, this case study has been purposefully anonymized and recreated to exclude any information pertaining to the company involved. Carol-Anne could not exit her role with any design work she produced.

RE-DESIGN OF THE HARLEM COMMUNITY BRANCH KIOSK

Proof of Concept - Customer Check-In and Event RSVP Kiosks

OVERVIEW

Through the Lab listening sessions, strategic priorities where value can be added were identified, as well as a multitude of unanswered questions. To comprehend the current landscape and pinpoint distinctive opportunities for community support, the Lab engaged in discussions with various stakeholders to gain a comprehensive understanding of their existing requirements, potential opportunities, and ongoing initiatives. 

Harlem RSVP Kiosk Screen on a tablet mockup

WHAT THE LAB HEARD

  • Community Conversations emerged as a common friction point as branch staff are expected to engage with the community; however, building the necessary client relationships is challenging when the current system does not empower the banker to do so. 

  • Now is a pivotal moment for the bank to define the Community Manager's community strategy for the foreseeable future.

  • Community conversations and events need an RSVP tool connected to the banker's system to track attendees and measure the initiative's ROI. The requested tool(s) need three critical pieces of requested functionality—a client-facing localized events list, a client-facing RSVP form, and back-end integration for bankers to manage. 

Community Photo in Bank

PROCESS OVERVIEW - CURRENT STATE

Based on listening sessions and in-field feedback, an audit of the current RSVP process for community events emerged as the highest priority opportunity to support.

  • The current RSVP process for community events needs improvement.

  • Community members sign up for events using an RSVP kiosk tool, which sends a list of registrants to the community manager.

  • Bankers manually manage attendance reporting using client software and sometimes resort to handwritten event registrations when the kiosk malfunctions or clients call to RSVP over the phone.

Check-in kiosk with a screen

GAPS AND PAIN-POINTS

  • What measures are being considered to improve the RSVP process for community events?

  • Are there any plans to integrate digital RSVP solutions to streamline the registration process?

  • How will the manual attendance reporting process be addressed and improved?

  • There are too many touchpoints for bankers to manage.

  • The Community team needs an RSVP tool that digitally manages branch events, allows clients to sign up for events, and automatically connects to Client Central.

CUSTOMER EXPERIENCE + SERVICE BLUEPRINT

Customer Experience of Current Kiosk
Service Blueprint Map

TESTING SCREENS

Harlem RSVP Kiosk Screen on a tablet mockup
Harlem RSVP Kiosk Screen on a tablet mockup
3_Harlem_Event_Register_Wix.png
Harlem RSVP Kiosk Screen on a tablet mockup
Harlem RSVP Kiosk Screen on a tablet mockup

CAROL-ANNE'S ROLE

  • Research, Synthesis, Insights, Customer Journey Flow

  • Kiosk Design Research

  • Design Sketches of Project-Relevant Kiosks + Screens

  • Secondary Kiosk Interaction and Branding Design

  • User Testing and Customer Journey Iteration

TECHNOLOGY

  • Adobe Creative Cloud Design Applications

  • Microsoft Office

  • Figma

Asian Man Avatar in a shirt with text above his head
Digital Human Banker Training Screen

Don't hesitate to contact Carol-Anne Ryce-Paul to walk through her experience design work with JPMorgan Chase. 

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