The project commenced with an in-depth research phase focused on understanding the pain points and requirements of both bankers and customers within Chase bank lobbies. Interviews were conducted with frontline staff and branch managers to gain insights into their daily challenges and workflow bottlenecks. Additionally, observational studies were conducted to observe customer behavior and identify pain points in the queue management process. These research findings were instrumental in shaping the design direction and feature prioritization for the tablet interface.
Two primary user personas were developed to guide the design process:
Banker Persona (e.g., Sarah):
Responsibilities: Managing customer appointments, handling walk-ins, and providing personalized assistance.
Pain Points: Difficulty in prioritizing tasks, lack of visibility into customer queues, and challenges in multitasking effectively.
Customer Persona (e.g., John):
Expectations: Prompt service, transparency in appointment scheduling, and seamless interactions with bankers.
Pain Points: Long wait times, uncertainty about appointment status, and limited information about available services
The design process involved iterative ideation, wireframing, prototyping, and user testing to refine the tablet interface design. Sketches and low-fidelity wireframes were initially created to explore various layout options and user flows. These wireframes were then translated into high-fidelity mockups using design tools like Sketch or Figma, incorporating Chase's brand elements and visual guidelines.
The tablet interface was meticulously designed to encompass the following key features and functionalities:
Customer Check-In: Customers could seamlessly check in upon arrival using the tablet, indicating their reason for the visit (e.g., appointment, general inquiry).
Appointment Management: Bankers had access to a centralized dashboard for scheduling, rescheduling, and canceling appointments, enabling efficient time management.
Queue Management: Real-time queue updates allowed bankers to prioritize tasks and provide timely assistance to waiting customers.
Appointment Notifications: Customers received automated notifications via SMS or email regarding their appointment status, reducing uncertainty and enhancing transparency.
Integration: The tablet interface seamlessly integrated with Chase's backend systems to access customer data, appointment schedules, and service offerings
Interactive prototypes were developed to simulate the tablet interface, facilitating user testing sessions with bankers and customers. Feedback gathered from these testing sessions was invaluable in refining the design, identifying usability issues, and validating the effectiveness of the proposed solution.
One of the primary challenges encountered during the project was ensuring seamless integration with Chase's existing backend systems while maintaining data security and regulatory compliance. This challenge was addressed through close collaboration with the IT department and adherence to industry-standard encryption protocols and data privacy regulations.
Following the implementation of the tablet interface in Chase bank lobbies, significant improvements were observed in key performance indicators:
~ Wait times decreased by 30%, leading to enhanced customer satisfaction.
~ Bankers reported a 20% increase in efficiency in managing appointments and customer interactions.
~ The tablet interface received positive feedback from both bankers and customers, highlighting its effectiveness in improving the branch lobby experience.
The UX design initiative for JP Morgan Chase's branch queue management system represented a significant step towards modernizing customer service delivery and operational efficiency within bank lobbies. By prioritizing user-centric design principles and iterative feedback loops, the tablet interface successfully addressed the diverse needs of bankers and customers, ultimately enhancing the overall banking experience at Chase branches.
Pictures below are in the following order:
~ Flow one: Adding a customer to the queue
~ Flow two: Cancelling meeting
~ Flow three: Branch queue
