Question

Assess the Service design - User Experience aspects when it is applied in a local bank service? What are high contact and low contact elements of this service and how could you improve the service?  

Minimum 300 words

Answer 1

When talking about a local bank, a lot of daily transactions and operations take place, which involves a lot of direct conversations and responses to queries maximum number of times.

Banking is a sector wherein a lot of customer education and customer trust is needed to build long term relationships. Thus it becomes very essential that the processes are easy for both the employees and customers.

As a part of User experience both the employees and the customers interact with the same system, and thus a system categorised into high contact and low contact elements can definitely help maintain a good structure. The high contact elements are those which require a lot of employee customer interaction and coordination. It is time consuming, whereas low contact elements are those which require very less employee customer interaction and can be handled by providing pre fed instructions to customers.

Things like new account opening or loan processing should be a part of high contact elements, whereas easy tasks like modification and cheque withdraws should be a part of low contact elements. With a structured and easy way of educating the customers User experience can be improved and service can happen flawlessly.

I believe the best way to improve service is to conduct a new customer orientation, wherein all the processes are explained to each new customer for the bank so that they can handle a lot of things on their own in future. This is a one time investment of time, which in later stages could potentially save a lot of time.