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What the client came with
VIP and premium customers would get in line at the bank's office. This would cause some of them to leave without receiving the service. As a result, deals that had been in the making for months got canceled, with the bank incurring reputational and financial damages.
What we did
We started with analyzing the client pipeline and found problem areas. We found out that the client’s positive experience is influenced by a large number of people, so we interviewed everyone involved in the process: managers, receptionists, baristas, valets.
The solution was a concierge service for iOS and Android which books a conference room, a coffee from the barista, and a parking space for a certain time slot. Previously, conference rooms were booked by a receptionist a couple of hours before the client's arrival, but now the service helps plan the workload months in advance.
Results
An interactive prototype application for the banker. The "R" hotkey returns to the beginning of the script.