top of page

INNOVATION 

VR Banker Training - Proof of Concept - UX Case Study

​

​

HYPOTHESIS

​

  • Does Virtual Reality training improve customer outcomes and branch employees’ job readiness?

  • Can the technology reduce banker training time while improving the banker’s understanding of customer needs and helping the customer understand and use the digital services available?

  • Test a Virtual Reality headset suitable for sharing between Bankers and for continued in-branch training.  

RESEARCH

​

To test how to establish customer trust, acceptance, and value in a contactless and seamless branch experience.

​

The path to testing and enterprise-scale included:

  • A review of the fundamental data points propelling the strategy

  • Alignment on a phased rollout plan for the firm’s current authentication journey anchored to current branch procedures and processes

INSIGHTS

​

To test how to establish customer trust, acceptance, and value in a contactless and seamless branch experience.

​

The path to testing and enterprise-scale included:

  • A review of the fundamental data points propelling the strategy

  • Alignment on a phased rollout plan for the firm’s current authentication journey anchored to current branch procedures and processes

PROBLEM

​

To test how to establish customer trust, acceptance, and value in a contactless and seamless branch experience.

​

The path to testing and enterprise-scale included:

  • A review of the fundamental data points propelling the strategy

  • Alignment on a phased rollout plan for the firm’s current authentication journey anchored to current branch procedures and processes

IDEAS

​

To test how to establish customer trust, acceptance, and value in a contactless and seamless branch experience.

​

The path to testing and enterprise-scale included:

  • A review of the fundamental data points propelling the strategy

  • Alignment on a phased rollout plan for the firm’s current authentication journey anchored to current branch procedures and processes

EXPERIMENTS

​

To test how to establish customer trust, acceptance, and value in a contactless and seamless branch experience.

​

The path to testing and enterprise-scale included:

  • A review of the fundamental data points propelling the strategy

  • Alignment on a phased rollout plan for the firm’s current authentication journey anchored to current branch procedures and processes

SOLUTIONS

​

To test how to establish customer trust, acceptance, and value in a contactless and seamless branch experience.

​

The path to testing and enterprise-scale included:

  • A review of the fundamental data points propelling the strategy

  • Alignment on a phased rollout plan for the firm’s current authentication journey anchored to current branch procedures and processes

bottom of page