HYBRID IPAD APP

BARCLAYS 
SERVICE DESIGN
IN-BRANCH APP

Due to a successful development of the Barclays account opening programme (view project here), the client were encouraged to implement the phase two of the project where we designed a responsive account opening flow to be used as part of an iPad application across Barclays retail branches.

The aim was to improve the current in-branch account opening experience which required customers to make a personal appointment with branch staff in order to open a new account.

The idea was to place iPads with the account opening application in branches where customers would be empowered to open new accounts without or with minimal assistance from branch staff.

SCOPE OF WORK

Service design
Hybrid iPad app UI design
User research
Journey mapping
Usability testing with customers
Usability testing with branch staff
Stakeholders and development management

MAIN KPIs

Increase in accounts opened in branch
Increase awareness of additional products
Decrease time needed from bank staff
Simplify the process of account opening

CLIENT RESULTS

Account opening time was reduced from a standard 60 min, down to only 10mins.

Due to this success the forms were implemented also in ISAs account and even Mortgage applications.

JOURNEY MAPPING

We started the project by mapping out the existing experience and then desired experience.

SKETCHES & WIREFRAMES

After understanding the initial user blockers we started drawing the desired flow.

UI DESIGNS

We wanted to test the ideas as quickly as possible so we have mocked up intial UI to test in branches. 

USER TESTING IN BRANCH

We spent several days user testing the prototype with both customers and the staff.

FINAL LOOK & FEEL

After very successful tests in one branch, Barclays have introduced this solution in more than 300 branches accross the UK.