The Branch of the Future – a vision for the financial services customer experience

Financial services

customer experience

Future banking scenarioChristy

Coleman

WoodGrove Bank

Browse products Conduct research Locate branch Visit branch Meet banker Consult expert Decide to investShare feedback and

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Microsoft Services helps businesses all over the world build the right solutions

to meet their business goals.

We start by creating personas and scenarios to outline

the optimal customer experience.

In this “Branch of the Future” scenario see how customers and bank employees

use technology to experience a new way of banking from browsing products to

visiting the branch to making investment decisions.


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Christy speaks with a

representative of WoodGrove

Bank about a new investment

plan that suits her financial

profile and long-term objectives.

Christy Coleman Customer

Evan helps Christy finalize her

investment plan and draws on

the expertise of the life plan

specialist.

Evan SaccoInvestment advisor

WoodGrove Bank

Bryon helps clients with initial

formalities until the investment

advisor is available.

Bryon SoperBranch attendant

WoodGrove Bank

Working remotely, Dianna helps

customers finalize their investment

plans to satisfy their long-term

objectives.

Dianna Owens Life plan specialist

WoodGrove Bank

Introducing …


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Christy Coleman is shopping for a new investment plan that suits her

financial profile and long-term objectives. She has managed some of

her personal savings and investment accounts at WoodGrove Bank for

the past ten years. Recently, she has seen financial planning ads for

WoodGrove in email, online, and on TV.


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Savvy about her finances,

Christy researches the new

investment options on the

WoodGrove Bank website.

WoodGrove Bank's Hi, Christy

Services

Social feeds

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Expert Opinion

Live ChatInvest OnlinePromotions

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Chat Now


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Christy Coleman Customer WoodGrove Bank Hi, Christy

Services

Invest now for benefits on our offers Banking overview

Overview

Experience personalized

service. Download the app

today!

One bank, many branches

An exclusive plan tailored for you


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Thinking it will increase her

banking efficiency, Christy

installs the WoodGrove

smartphone app.

WoodGrove Bank's Hi, Christy

Services

Social feeds

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ut labore et dolore magna aliqua. Ut enim ut labore et dolore magna aliqua.

Expert Opinion

Live ChatInvest OnlinePromotions


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dolore


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dolore


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Chat Now


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Christy Coleman Customer WoodGrove Bank Hi, Christy

Services

Invest now for benefits on our offers Banking overview

Overview

Experience better, more

personalized service.

Download the app today!

One bank, many branches

Social feeds


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Bank

You have downloaded the

WoodGrove app. Enjoy your

personalized service.


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Christy decides to speak personally with a representative

of WoodGrove Bank. As she needs to deposit checks during her lunch

hour the next day, she selects a branch near her office.


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Using an interactive map on the

WoodGrove Bank website,

Christy locates several branches

near her office.

Branches


Hi, Christy

Branch Locations

Hi, ChristyLocate a branch near you

Evan Sacco

Nick Thompson

Main St.

Branch

South Gate

Branch

Nattapon Smith

Main Line

Branch

View Park

Branch

Olivia Ohara

Main St. Branch12th Main Street


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Christy chooses the bank branch

on Main Street and makes an

appointment with Evan Sacco.Branches


Hi, Christy

Branch Locations

Hi, ChristyLocate a branch near you

Evan Sacco

Nick Thompson

Main St.

Branch

South Gate

Branch

Nattapon Smith

Main Line

Branch

View Park

Branch

Olivia Ohara

Main St. Branch12 Main Street

Main St. Branch12 Main Street

Evan Sacco

William Doe

John Reis


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Branches


Hi, Christy

Branch Locations

Hi, ChristyLocate a Branch near You

Evan Sacco

Nick Thompson

Main St.

Branch

South Gate

Branch

Nattapon

South Gate

Branch

View Park

Branch

Eliva

Main St. Branch10800 W Pico Blvd

Main St. Branch

10800 W Pico Blvd

Evan Sacco

William Doe

Johnathon

Thank you for making an appointment with a

WoodGrove Bank representative!

Your appointment with Mr. Evan Sacco is

scheduled for 2:00 PM, April 15, 2015 at

12 Main St. Confirmation will also be sent via

email.

OK

The WoodGrove Bank website

notifies her that she will receive

an email confirmation.


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During her lunch hour the next day, Christy uses the

helpful location finder in the WoodGrove app and drives

to the Main Street branch.

Directions

Main St.

Branch

Current

location


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11:02 AM

.


Bank

Christy, welcome to WoodGrove

Bank's Main Street branch.

As Christy enters the bank, her

smartphone chimes and a

notification appears welcoming

her to the bank.


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11:02 AM


Bank

Discount Travel

Christy sees the partner

promotion for discount travel

and taps it. A vacation in Costa

Rica sounds appealing to her this

time of year.

Invest now for benefits on our offers

Itinerary

Packages

Costa Rica“This holiday—It’s your time."


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Bryon Soper, the branch

attendant is notified by a

message on his tablet about

Christy Coleman’s arrival.


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Bryon clicks the

notification to open

Christy’s customer

profile in the

WoodGrove bank app.

Bryon SoperBranch attendant Christy Coleman

Christy Coleman

Digital Marketing Executive

Contoso Watches

[email protected]

XXX XXXXXX

Email

XXXXXXXXX, XXXXXXX

INVESTMENT SUMMARY

Total amount: $ XX, XX, XXX

Savings account: $ XX, XXX

Mutual Funds: $ XX, XXX

Insurance: $ XX, XXX

Powered by Dynamics CRM

WoodGrove Bank: Customer Profile Branch associate ?Bryon Soper

mailto:[email protected]


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Good afternoon, Ms. Coleman. My name

is Bryon. Welcome to WoodGrove Bank. I

see that you have an appointment with

Mr. Evan Sacco. He is on his way. Please

have a seat in the lounge until he arrives.


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Christy is seated comfortably

in a semi-private lounge area.

A large, interactive display

displays a personalized

greeting and attracts her

attention with information on

investment options,

low-interest car loans, and

partner offers.

Welcome to

WoodGrove

The future of smart

banking

and

investmentsInvestments

Home loans

Special offers

Credit cards

Welcome to WoodGrove Bank,

Ms. Coleman. While you wait,

please explore our latest offers

and services.


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Christy is delighted by the personalized

treatment she's receiving.

She interacts with the large display to learn

more about the bank’s investment plans.


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After few minutes Evan Sacco appears holding a tablet in his left hand

and extending his right hand to greet Christy Coleman.


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Hello, Ms. Coleman. Thank you for

waiting. I'm Evan, an investment

advisor here at WoodGrove Bank. I

understand you wish to take a look at

a few new investment options with me

today?

Hi, Evan. Thanks for seeing me. I'm

interested in some of your new life

plan offerings. I've done some

research on them online, but I want to

make sure that what you have is right

for me. As you know, there are a

number of compelling choices on the

market.


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Evan suggests they review

Christy’s current investments and

look at an investment plan that

satisfies Christy’s requirements.


Christy ColemanCustomer

Christy Coleman

Christy Coleman

Digital Marketing Executive

Contoso Watches

[email protected]

XXX XXXXXX

Email

XXXXXXXXX, XXXXXXX

INVESTMENT SUMMARY

Total amount: $ XX, XX, XXX

Savings account: $ XX, XXX

Mutual Funds: $ XX, XXX

Insurance: $ XX, XXX


WoodGrove Bank: Customer Profile Investment advisor ?Evan Sacco

Evan pulls up Christy’s profile from

the Customer Profiles section of the

bank’s application.



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After updating Christy’s contact

information and reviewing her

investments, Evan generates a

page listing four investment plans:

WoodGrove’s Gamma and Delta

plans and two others available

through an online brokerage.

WoodGrove Bank: Investment Plans Investment advisor ?Evan Sacco

Below are the recommended investment plans based on your details.

Gamma Life Plan Delta Life Plan

Investment Plans

Investment Vega Investment Rho

WoodGrove suggests this plan based on

Christy Coleman’s current requirements and

previous investment pattern.

Compare selected in modeling tool

Christy asks Evan to model some of

the options to help her choose one.

Evan uses the investment modeling

feature of the app to compare

selected plans.



The app’s predictive tool analyzes

Christy’s details and suggests a plan

based on her previous investment

patterns.


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Investment Plans > Investment Modeling Tool

Gamma Life Plan

Delta Life Plan

Plan 10 Yr plan 20 yr plan 30 yr plan

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

Investment Vega

Below are comparisons of the selected investment plans.

Christy asks Evan more details about

the chosen plan. She wants to know

about the variability in the fund

portfolio.



Christy and Evan select an

investment package based on

the Delta Life Plan. They compare

it to a similar investment plan

from one of WoodGrove's

competitors.


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I’m afraid I don’t have that information.

Let’s call the WoodGrove life plan

specialist to answer your questions.

Someone I trust about these kinds of

things said I should make sure I

understand the variability in the fund

portfolio. Can you tell me how often it

changes? Or whether the fund includes

any securities that could cause it to gain

or lose value in a short amount of time?


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Investment Plans > Investment Modeling Tool

Life Plan Gamma

Life Plan Delta

Plan 10 Yr plan 20 yr plan 30 yr plan

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

$ 500:

$ 1000:

$ 2000:

XXXXXX

XXXXXX

XXXXXX

Investment Vega

Below are comparisons of the selected investment plans.

Customer profiles

Bank Executive profiles



Evan checks the bank’s executive

profiles and sees that Dianna

Owens is available. Dianna Owens

is the remote life plan specialist.Evan views the executive profiles

available only to other executives.

Dianna Owens, the remote life plan

specialist is available.


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Investment advisor ?Evan Sacco

WoodGrove Bank: Executive Profiles

WoodGrove Bank

Full Name ▲ Expertise Email Status Actions

Dianna Owens

David Smith

John Doe

John Smith

Katherine Anderson

Koyal Gupta

Life Plan Expert

Loan Expert

Mutual Funds Executive

Branch Executive

Investment advisor

Financial Advisor

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

[email protected]

Total contacts: 69

Online: 21 Offline: 39


XXXXXXX

XXXXXXXXX

XXXXXXX

XXXXXXXXX

XXXXXXX

XXXXXXXXX

Evan views the executive profiles

available only to other executives.

Dianna Owens, the remote life plan

specialist is available.










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Dianna OwensLife plan specialist

Evan

Sacco

Evan uses the Skype feature in the

bank’s app to connect with Dianna

who works remotely.


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Evan

Sacco

Evan introduces Dianna and Christy

and explains the question. Dianna

shares the details on her screen and

explains the plan's securities

composition and variability.



Dianna OwensLife plan specialist


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Christy is satisfied with Dianna's response and pleased

with Evan’s advising skills. She's especially impressed

by the comprehensive, seamless, and engaging

approach of the WoodGrove Bank team. Christy

decides to invest in the fund.


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Customer ID: XXX XXXXXX

Name: Christy Coleman

Plan Details:

Accept and Sign off

Investment Plans > Add to Portfolio

Life Plan Delta



Evan uses his tablet to add the fund

to Christy's portfolio while Christy

follows along on the monitor. After

Christy confirms the total amount to

invest and provides details about the

funding source, she signs off on the

transaction displayed on the tablet

with a stylus.


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Customer ID: XXX XXXXXX

Name: Christy Coleman

Plan Details:

Accept and Sign off

Investment Plans > Add to Portfolio

Life Plan Delta



Evan uses his tablet to add the fund

to Christy's portfolio while Christy

follows along on the monitor. After

Christy confirms the total amount to

invest and provides details about the

funding source, she signs off on the

transaction displayed on the tablet

with a stylus.

Sign off

Please Sign off to complete the process of adding the

investment plan to your portfolio.

Done

x


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Evan praises Christy’s choice and thanks her for investing with WoodGrove Bank.

Would you please rate your

experience today? You’ll receive a short

survey from us along with your

transaction confirmation in email. If

you use the WoodGrove Bank app,

you’ll see it there, too.


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From:

To:

Subject:

WoodGrove Bank

Christy Coleman

Customer Transaction

Summary

Report

Dear Ms. Coleman,

Thank you for visiting WoodGrove

Bank today.

Your transaction 0645709614 was

made from your account

XXXXXXXX0000 on March 3, 2015 at

14:18.

Please use the link below to answer a

brief survey about your experience.

Customer Satisfaction Survey

Sincerely,

Evan Sacco, Investment Advisor

WoodGrove Bank

Thank you for visiting

WoodGrove Bank...

Bank

Christy clicks the link in the

WoodGrove Bank app and opens a

short survey that allows her to rate

her investment experience.


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Public Relations

Organization Overall

Poor Excellent

How would you rate the effort

regarding the following services.

Feedback

Recommend us

Poor Excellent

Christy quickly fills out the

simple survey that informs other

potential customers about the

extraordinary retail banking

experience she just had.

Bank

Technology

The Branch of the Future – a vision for the financial services customer experience