Banking smarter: Interactive screens that redefine the customer experience at every branch.
AIB: Historic Modernity
The Arab International Bank was established in 1974 by virtue of an international treaty concluded by the governments of the Arab Republic of Egypt, Libya, Sultanate of Oman, the State of Qatar and the United Arab Emirates.
The only set fact received within this brief for this new line of VISA cards was for them to follow an ancient Egyptian theme highlighting the bank’s historic origins and status.
Creating a solution to reduce traffic at the teller’s desk within the branches.
The task at hand was reducing teller desk traffic at the bank's branches. We developed an intuitive, interactive screen to streamline the customer journey. Designed specifically with senior citizens in mind, this solution empowers users to independently access essential information—like product inquiries, services, and regulations—without needing to wait in line.
The interface prioritizes simplicity, ensuring ease of use for a tech-averse clientele while effectively alleviating teller workloads.
Design Process
With a design process rooted in empathy and simplicity, we crafted a solution that empowers customers—especially senior citizens—to navigate services independently and confidently.
Early Research
We conducted in-depth research, including user interviews and in-branch observations, to understand the needs and digital comfort of senior citizens, the bank's main clientele. This led to an intuitive, relevant interface that meets the functional and accessibility needs of diverse customers.
Main Accessibility Requirements
Fonts: Body size min 12pts (14+ preferred).
Contrast: Minimum 7.0 for readability.
Colorblindness: AIB gold appears bluish but remains visible on white.
Rejected Option
Marketing Manager's Pick
Didn't meet the accessibility requirements
Didn't hit the right visual marks and cheapened the brand's identity
Accepted
My pick
Met the accessibility requirements
Hit the right visual marks
Highlighted the brand's identity by allowing the interaction to use that beautiful gold color in a more expensive and pleasing way.
Golden Opportunity:
We leveraged the interactive screen to introduce additional features, offering valuable extra services and intel, added bonuses that further enhanced customer convenience and branch efficiency.
Added Features
1- A Feedback mechanism with a very simple design that allowed the customer to rate their experience with the branch on their way out, and even add their number to be contacted incase they had a complaint; a very important aspect for customer relationship and retention.
2- A page with all the different charities’ account numbers in case people wanted to donate. It would entice them to donate more to different causes.
3- A section on the homepage which would be used for important messages and information when needed.
Fruitful Results
Main Goal Results
The interactive screen significantly reduced traffic at the teller’s desk, with approximately 70% of clients now using it to gather non-transactional information independently, and around 35% of total traffic within the branch.
This shift has decreased reliance on teller services, allowing staff to focus on more complex customer needs while enhancing the overall efficiency and experience within the branch.
Added Features Results
1- Feedback mechanism: allowed the resposible departments to gather feedback regarding different branches to see which ones needed to optimize their services ti ensure customer satisfaction which in the quarter post the launch of these screens increased the satisfaction by over 37% over more branches.
2- Over 13% increase during the same quarter in the donations to the charity accounts after their feature.
