When Channel Dies - UX Australia 2012

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This presentation was delivered by Harriet Wakelam and Jessica Ukotic for NAB at UX Australia 2012. It examines how mutli-channel for banking and finance is no longer a luxury, in fact the concept of channel is dead... and looks at the tools and techniques needed to work in truly multi-channel environments.

Once upon a time...
Concept store

Customer Experience

Once upon a time...
Concept store

Customer Experience

Rupert the goat/Customer

Silos

CALL
DIGITAL CAPABILITY
CENTRE
RETAIL WHOLESALE

NAB CX Design Principles

Principles removed

Customers will rebel
(video removed to protect privacy of customer)

Working with groups

Source: http://www.mainstgazette.com

Design mindset
“Design solves problems
and business has lots of
problems. Good design
solves the right problems.”

- Thomas Lockwood

Wordpress: considermoon

Epilogue
Testing ‘all the things’ allowed
everyone to focus on the delivery
of a successful customer and
business experience.

THE END (ish)
@hwakelam
harriet.wakelam@nab.com.au

@jessukotic
jessica-ann.x.ukotic@nab.com.au

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When Channel Dies - UX Australia 2012

2. Once upon a time...

3. Once upon a time...

4. Once upon a time... Concept store

5. Once upon a time... Concept store

6. Once upon a time... Concept store

7. Once upon a time... Concept store Customer Experience

8. Once upon a time... Concept store Customer Experience

9. Once upon a time... Concept store Customer Experience Rupert the goat/Customer

10.

11. Silos CALL DIGITAL CAPABILITY CENTRE RETAIL WHOLESALE

12. THE PROJECT Retail store testing

13. Source: Hyperbole and a half

14. Source: Hyperbole and a half

15.

16. NAB CX Design Principles Principles removed

17. Store opening

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38. Accessibility

39. Accessibility

40. Accessibility

41. Kidzone...

42. Kidzone...

43. Customers will rebel (video removed to protect privacy of customer)

44. Working with groups Source: http://www.mainstgazette.com

45.

46. Source: youtube 007natedawg

47. Design mindset “Design solves problems and business has lots of problems. Good design solves the right problems.” - Thomas Lockwood Wordpress: considermoon

48. Epilogue Testing ‘all the things’ allowed everyone to focus on the delivery of a successful customer and business experience.

49. THE END (ish) @hwakelam harriet.wakelam@nab.com.au @jessukotic jessica-ann.x.ukotic@nab.com.au

Notas del editor

H: We are here today to talk about a piece of work we did that really taught us that the concept of single channel experiences is no longer useful. Though this presentation we have NAB represented by the concept store and Rupert the goat representing the user. \n
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When Channel Dies - UX Australia 2012

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Notas del editor