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One of the great things about having this design center and finishes lab right here
in Columbus is we can
really kick the tires on some of the newer technologies. We took a step back and said
we want to take a
fresh look at the branch experience for our customers. Our finishes lab is kind of our
final staging point
for new technologies and solutions where we put the final bits of window dressings on
it before we take
it out into the wild and we start putting it into real branches. I like to think of
it as a bit of a playground.
Like a chef you get to play around and invent new recipes. You get to try things that haven't
been tried
before. I try and think about it as a customer not as a planner or as a designer or as a
banker. We now
have a design studio that gives us the ability to test what's important to our customer.
Just insert your
card in here. Chase employees can come in and use the actual test branch and see how
it flows and how
it functions. One of the first things you'll notice when you first enter the new Chase
branch is our
express banking kiosk. Giving our customers access to all of their accounts is something
that we're
keenly focused on. Now you can do more transactions, transfers, even make payments creating that
Chase.com experience. Inside the branch you can still do your cash and check deposits,
get cash, make
payments and so forth. You don't have to go stand in the teller line. We don't take it
away, we have a
scrim it's a curtain that comes down so when you come in you may not see that teller position
at all. Our
tellers no longer have to worry about counting cash, printing receipts, processing checks,
filling out
forms...now we've got the access bar so that our bankers and our tellers can focus on our
customer. You
see a banker you see a support person, I already know without anyone telling me that I've got
somebody there that can help me should I need it. It enables the bankers to see more customers.
access bar because of its design because of the proximity to the express banking kiosk
enables our team
to meet the customer sooner and find out what their needs are. At the end of the day we
are
empowering our customers. We're creating more choice and ways for them to get banking done.
I'll
share with you a little bit about we're doing here at the design studio. I don't know what
retail banking
is going to look like ten years from now but I can tell you that Chase will be at the forefront
and this
design studio actually helps us do that. We've taken our design cues from more of a hospitality
industry
than a retail industry. You can see the fit and finishes of what you have here, you feel
special this is a
unique experience. We have a space inside the branch that we call the comfort zone.
We've got tablets
where customers can learn about Chase, about the people in the branch, have access to online
tools and
pay bills, everything you can imagine. The legacy model of having a banker sit behind
a desk and pound
away at keys with a customer sits there and he answers questions just wasn't working.
Customers want
to be involved, they want to participate. By putting this tablet in front of them they
are actively
participating with the banker. (go ahead and hit tap to sign). Filling out information
directly on the
tablet, doing digital signatures and so forth. (I think the customers will love it). We are
literally changing
the face of retail banking, not the face of Chase retail banking, but the face of all
retail banking and
that's pretty exciting.