INNOVATION CONFERENCE 2017 DELIVERING A GREAT …...INNOVATION CONFERENCE 2017 DELIVERING A GREAT...

INNOVATION CONFERENCE 2017

DELIVERING A GREAT CUSTOMER EXPERIENCE THROUGH THE UI

Lesley Scotford, eServices Manager, TruWest Credit Union

Kyle King, Product Manager, NCR

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Branch Staff

ITMs

Call Center

Digital Banking

How do customers interact with you?

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Delivering a Great Experience through the UI for your Customers

Increased Flexibility

Greater Extensibility

Improved UI

Newer Technology

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Match the look and feel of your brand across platforms with more control over

branding, layouts1, promotions, and more!

1Additional layouts to be released Q1 2018

Responsive Widgets

Greater Extensibility

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Common Components Library

Modern Widgets

Background Images

Header Customizations

Usability

Improved UI

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~25% Faster load time on

the Home Page saving

seconds!

Truly Responsive – Fits

your screen in real time,

even if you flip the phone

or resize your browser.

Tech Improvements

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Great UI for Administrators

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Give independence to the Admin

Intuitive and guide the experience

Plan on scalability and the

unexpected

Empower for experimentation

Make the Admin’s task easier

Lesley Scotford

eService Manager

TruWest Credit Union

~over $1B Assets

~83k members

Our Co-Presenter

NCR Innovation Conference 2017: Confidential

Upgrade Team @ TruWest

eServices & Marketing

Met for one initial kick-off meeting

Marketing was tasked with color scheme and font overhaul

Follow-up checkpoints were done via email or internal instant messaging

system

No meeting just to have a meeting

Our Journey to the New Responsive UI

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No designated point of contact = NOT flying solo

Familiar with the self-serve method

Upgrade/Mobile Central, etc.

This experience was new and different

Customer Care was very responsive to our incidents and worked quickly

to a resolution

Responsive Branding Tool

Initial reaction was “this is it?”

Easy to use & required information/tasks were clearly defined

Our Journey to the New Responsive UI

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Widget Layout

Followed the normal flavor of previous DI self-serve roll-outs

Broken into sections

Logos

Branding Colors

Headings

Preview Link

Most used feature!

Quick, easy, and made it possible to make changes on the fly!

Responsive Design Branding Tool

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Mild launch to the membership

One email was sent to the membership, one week prior to the live date

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Communication to Our Members

Less is More!

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Login Prompt

Home Page Banner on

Truwest.org

May 2, 2017

GO LIVE Button

Sometimes you just have to rip the band-aid off!

NCR Digital Insight Solutions always plans for the unknown and knowing

a back-up plan was in place made it easy to make the jump.

Responsive Design is LIVE!!

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Before After

History Page

Transfer, Export, and Print are now front and center…no longer hidden at the top

Bill Pay Widget

Member’s Reaction

Nobody likes change

Most reactions were what we had predicted:

Why did you change?

When are you putting it back?

Why did I not have a say in making the change?

Why did nobody contact to let me know you were making a change?

Noise level increased for 2 weeks and then radio silent!

Received 184 member calls regarding the new UI

61.3 Calls per agent over the 10 days = 6.13 extra calls per day

Every Action Has A Reaction

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Test, test, and test again

Be sure the group that will be supporting the members

questions after the upgrade

Are part of your test group

Have the necessary resources to troubleshoot any issues post-launch

Before You Upgrade

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Overall it was a good experience

Easy upgrade to complete

Minimal BTU’s (energy burned) needed

Marketing = 1 hour total

Today to make updates = Minutes

Test Group = 5 hours total

Today to verify updates = Minutes

The Journey’s End

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Keys to Success:

Solid group of testers

Honest feedback

Freedom to make changes

The Secret Sauce!

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INNOVATION CONFERENCE 2017

QUESTIONS/COMMENTS

NCR Innovation Conference 2017: Confidential

You can earn 10 points toward the

Innovation Game right now!

Please go to “Schedule” in the

mobile app, find this session, and

take a short survey to provide

feedback.

Surveys will remain open for 2

hours.

Check in code is S674

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Please give us your feedback!

INNOVATION CONFERENCE 2017

DELIVER YOUR GREAT UI TODAY& VISIT OUR ONLINE BANKING BOOTH

NCR Innovation Conference 2017: Confidential