OBJECTIVE
Help older people adapt to the banking system of the future
MY ROLE
User Researcher
Service Designer
Visual Designer
Design Researcher
METHODS & TOOLS
Research
User Persona
Journey Mapping
Stakeholder Mapping
Systems Mapping
Service Blueprinting
Trend Analysis
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TIME FRAME
6 weeks
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THEMES
Banking
Financial Inclusion
Speculative Design
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Banking focus shift
towards..
a. Operational efficiency-optimising workflows and resource utilisation to free up focus for customer care
b. Banking excellence- using data driven insights for enhanced banking quality and efficiency
c. Experience- centric- creating frictionless for customers within and beyond walls
d. Innovation Capability- Creating a culture of continuous innovation and improvement
Improved operational efficiency
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Transitioning workers from critical roles to pivotal roles - develop upskilling and reskilling plans, right leadership traits which will be key for banks to get the most out of their workforce, partner with iriganizations for training
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Turning threats into opportunities- Banks are investing more in cyber security, covid has seen a major impact on AML- increase in roles like robot programming specialist, blockchain architect, data scientist, compilance and regulation
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Partnership- Partnering with Fintechs and Bigtechs will be a mutual benefit and create more opportunities in the industry, new ways of working and increase in salaries will be observed
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Organizational Structure: Classification based on behavorial traits/ personality. For eg: Introverted/ extroverted
Experience
centricity
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We are imagining a future where banks are not going to be bound by walls it will offer seamless experiences that follow the customer wherever they go
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Bank branches- Adding community focused conference and seminar spaces and cosponsoring local events to better connect to the local community
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Redeveloping free standing, multi-floor branches into mixed-use developments with the bank as a co-anchor in high-traffic locations
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BOOKING APPOINTMENT, REMINDERS, NOTIF, ALEXA

Population
analysis

Whst does aging poulation look like in the future?

Primary research


Empathy Map
Canvas
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1. Older people are an important part of the UK economy and an important customer group for banks.
2. Adapting to the trends of an ageing society
3. A more personalised service that enhances satisfaction for customers
4. Building reputation for good service and will bring a competitive advantage
How might we help elderly people adapt to the banking system of the future?
Proposed
Stakeholder Map

Future
Service Vision


Service
Overview

Customer
Journey



Conclusion
New capabilities to create a culture of continuous innovation and improvement.
These trends will pave the way for retraining existing employees and on-boarding new staff with new skills. Within the course of this process, some traditional banking jobs may face redundancies, but this should be viewed as part of the natural evolution of the sector. The crisis has also expanded the social role of banks, which could create new types of jobs to support this broader community focus.