Home - Key Findings - Lessons Learned - Process - Prototype Walkthrough

Prototype

The prototype was designed to take up a full 1024x768 pixel color VGA screen. It is made up of a series of panels that appear, resize, and changes based on where the user is in the system.

This section is arranged according to the various sections of the prototype:

Full Screen Views
Phone System Panel
System Status Panel
Menus
Customer Information Panel
Customer Folder Panel
Transaction Details Panel
Policies and Information Panel
Account Overdraft Information Panel
Build Relationship Panel
Sales Tip Window
Analyze Accounts Window

Full Screen Views

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Figure One: This is a view of the prototype when the PSR first opens a customer's file
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Figure Two: This is a view of the prototype when a PSR has opened one of a customer's accounts

Panels

The information provided by the interface is provided in a number of panels. The left-side panel and the top-most menu structure are always available, even when the PSR is not on a call.

Phone Controls

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The Phone Controls panel allows the PSR to control the phone system, including direct dialing, transferring, and indicating when they are available to take calls.

System Status

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The System Status panel provides information about the status of the on-line banking system, the automated phone information system, and other systems. It also gives information about the number of calls currently in the queue, and the average wait time.

Menus

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Accounts Menu: The account menu is used to toggle the system between active accounts within a customer's file. This menu can also be used to get back to the Customer Folder view, as well as to bring up the Analyze Accounts functionality
Actions Menu: The actions menu is used to access features for account and customer maintenance. This includes such tasks as managing transfers between accounts, ordering checks, or sending customers forms and letters.
Services Menu: The services menu is a list of services which can be added to a customer's accounts. If these services have already been set up, this is where maintenance or changes to these services could be accessed from.
Communications Menu: The communications menu is used to access resources like email and the company directory.
Tickler: The tickler is a helpful legacy utility which allows PSR's to set reminders about a customer's account or other things that need to be called to their attention at a given time.
Tools Menu: The tools menu provides access to utilities such as a calendar or calculator, as well as allowing PSR's to view system status and individual performance statistics.

Customer Information Panel

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The customer information panel is segmented into four tabs, each providing high-level information about a customer's relationship with the bank:

Customer Profile: The customer profile tab provides information which the PSR can use to immediately get a feel for the type of customer they are talking with, as well as what the customer has called in about the past few times.

Customer Details: The customer details tab provides background information on the customer, such as their address, phone number, date of birth, and home branch.

Contact History: The contact history tab is a summation of the inquiries the customer has made to a call center. From this tab, the PSr can also search for specific contacts and add new comments of their own.

Relationships: The relationships tab defines the various account linkages for overdraft protection, ATM and check cards, and any other customer-level relationships.

Customer Folder Panel

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The customer folder gives a high-level overview of each of a customer's accounts with the bank. This includes their current balances, statment dates, account numbers, and a graph of their recent activity.

Transaction Details Panel

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The transaction details panel shows transactions that took place in a customer's account, arranged by date. This list can be filtered down by selecting the type of transaction from the tabs at the top of the panel.

Policies and Information Panel

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The Policies and Information panel provides information specific to the account which is currently being viewed. The policies presented are contextual based on the customer, the type of account, and their state of residence.

Figure One: The Policies and Information Panel.

Figure Two: An example of a policy window.

Account Overdraft Information Panel

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The Account Overdraft Information panel shows information about overdrafts, nonsufficient funds, and fee refunds for these occurrences based on a particular account.

Build Relationship Panel

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The Build Relationship panel provides PSRs with links to product and service offerings based on the specifics of a customer's account, current promotions, and other business rules. In this example, a customer lives in Florida and has been paying a high monthly service fee, thus the panel shows the Free Checking Account offer in Florida.

Sales Tip Window

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The Sales Tip windows appear when the PSR decides to offer the customer a new product or service from the Build Relationship panel. The window includes information on why the customer is a good candidate for the product or service, as well as showing the current specifics about the product or service. From these windows, the PSR can set the customer up for the service, or indicate that the customer was not interested, or even that they might be interested at some time in the future.

Analyze Accounts Window

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The Analyze Account window provides information about recent activity on the account, and gives recommendations to the PSR on how to manage the bank's relationship with the customer based on trends and other considerations. In this example, it seems as though the customer had until recently kept consistently high balances in their accounts, but this has dropped off. The trends and considerations areas pushes the PSr to investigate the potential causes of this.