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The aim of the project was to design a self-service token system that would reduce waiting times and improve the customer experience in the bank.
Walk-in customers use this system and fill in digital forms to get tokens for the service they need. A physical token paper will be printed when done.
My role
UI Designer
UX Designer
Company
Yoma Bank
2022 ~ 2023 (around 3 months)
User Persona, User Journey, Information Architecture, UX Research, UI Design
<aside> 💡 How this project started
This project was initiated by a product owner with the goal of developing a system to replace the current queue system. The new queue ticket system will improve and streamline banking service processes at Yoma Bank's branch operations. Additionally, the new system will reduce the cost of the current queue system, which is approximately $$$ USD per year.
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Time-consuming for Bank Tellers
Tellers are required to ask customers for information and manually input it into the system. This process is not efficient and can result in human error, customer dissatisfaction, and decreased efficiency.
Manual Paperwork & Process Efficiency
A major pain point in the current system is having to fill in the form manually by the customers and the bank staff then manually type in the information given by the customer. Both can make customers anxious, while processes can include human error and can also take significantly longer time to provide the service resulting in longer waiting times and customer dissatisfaction.
🕐 Waiting Time
Reduce customer wait times in the bank.
😃 Customer Experience
Improve customer experience and satisfaction by providing a more streamlined and efficient process.
✅ Process Efficiency
Increase the overall efficiency of the bank's operations by reducing the workload on employees and allowing them to focus on more complex tasks.
👨💼 Attract Customers
Attract and retain customers by providing a modern and convenient banking experience.
