Banker Interviews | Insights Report
We spoke to 98 bankers, representing 44 roles across the bank.
This research unfolded over four weeks, aimed at comprehensively understanding the systems, tools, and processes deployed to assist customers throughout their banking journey.
Objective: Gain a comprehensive understanding of bankers' daily customer interactions and the tools they utilize.
Key Findings:
Technology Needs: Bankers require dependable technology and robust data quality across systems.
Process Transparency: Clarity in processes across various lines of business is essential.
Next Steps:
Design Process: Moving forward with a focus on strategic design principles to guide the initiative for the next 5+ years:
Governed: Ensure safety and trustworthiness in systems and processes.
Reusable: Create experiences that can be repurposed bank-wide.
Seamless: Facilitate straightforward experiences without roadblocks.
Empowering: Foster confidence in users and the bank.
Validated: Ground decisions in customer and business needs, testing designs for reliability.
Methodology Overview:
Synthesized banker feedback using MS Forms.
Incorporated insights from an independent study on future banking trends and consumer preferences.
Reviewed a detailed report on Dynamics 365 and the bank’s internal technical landscape.
(Further details and insights are available in the comprehensive report.)
