Concept, Experience Design, Banking
Current state of online banking.
Commerzbank commands a large network of analog and digital touch points for their customers. However these contact points are not well connected and work partially independent of each other. In different scenarios the customer has to state and explain his requests over and over again at each touch point. This leads to a tremendous redundancy of everyday procedures and small as well as bigger requests can only hardly be processed seamlessly through multiple touch points. This condition shows a big potential for optimisation, in which all touch points could have access to centralised banking-data and thus be connected to each other. As a result emerges the opportunity to offer the customer a consistent positive user experience through all touch points.
If you are interested in the research project that happened before this one, take a look at Future Banking Experience.
What we wanted to achieve.
We want to give the customer a seamless experience through all channels and touch points of Commerzbank with the help of an universal account, the banking ID. With a centralised data backup in the cloud, all channels can operate autonomous or in perfect synchronisation. As a result all information about initiated processes and finished steps will be tracked and passed on from channel to channel (blockchain in banking).
How we did it.
MONEY ID - MY ONE ID
With his banking ID, the customer can take care of every banking activities through the channel that is available at the moment, independent of place or device. He identifies through a biometric verification process like fingerprint scan or face recognition. These methods have proved to be more secure than passwords or PIN numbers and are also more time efficient in their usage.
We therefore don't want to expand the current banking system with new channels, but to change the way how customers interact with Commerzbank through many different touch points.
Use case one
When getting cash is easy.
If the user is looking for cash, he can look for different options in the new banking app. He will then get results depending on his current location, most common ones such as an ATM or the branch. A new possibility is to get cash from smaller shops. The user would then get the information on who's in charge to hand him the money and get navigated to the shop. The shop would get a notification that he's on his way and once he arrives, he identifies trough MONEY ID. As soon as he gets the cash handed over, the money is automatically transferred from his bank account to the shop's.
Getting money the classic way, from an ATM, is also improved. Once the user confirms that he's on his way, the information is sent to the ATM. As soon as the user arrives, all he has to do is identify himself with his MONEY ID (card or phone) and the cash will be handed out. No need to insert cards and type in PINs or other data.
Use case two
When visiting the branch feels seamless.
While branch visits were previously characterized by redundant procedures, such as explaining one's request and identifying oneself, this process can be simplified considerably with MONEYID. By means of an RFID reader in the entrance area of the store, which can read the MONEYID chip, employees immediately know who is entering the store. This enables automated personalized greetings in the reception area.
By consciously identifying the user at the counter, he or she is immediately shown dates, time and place. This means that one immediately receives precise information without having to explain and ask for it.
Use case thre
When setting up a shared account becomes as easy as 1-2-3.
A simple bump to connect procedure automatically starts the search for other users in the vicinity. One of them selects the members and creates the joint account, which is immediately added to the top bar. The app clearly displays expenses and payments into the joint account.
If you want to make a joint purchase as a circle of friends, for example a Playstation as a shared flat, this can also be done directly in the app.
Bills can be shared directly with friends using the same principle. You select the persons concerned and the amount is automatically divided and the shares are debited to the individual accounts.
Presenting to the marketing board
The cooperation programme included a research excursion lasting several days, including customer interviews in Berlin bank branches, as well as a one-week innovation workshop in Portugal, where the group worked intensively on product and service ideas. The prototyping and implementation phase took place in two-week sprints. The grand finale then took place in July 2019 on the 38th floor of the Commerzbank Tower, where we presented the concepts and prototypes to the bank's marketing board.
In the second part of the project, I also took over essential project management tasks, such as the organisation of the excursion to Portugal, the workshop procedure and the final presentation.
As part of the cooperation, a contribution on Digital System Design was published in the publication series PAGE connect creative competence on the job description of Digital System Designers and on Digital System Design in Practice.
The dossier can be downloaded here.
Project by Felix Lebedinzew, Cristina Talpa, Jonas Engelhardt and Victoria Lemke
Supervision Prof. Philipp Thesen