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self service foundational research

Embedded at CommBank via the human-centred design consultancy syfte. I worked on this research project for three months. As one of four experience designers, I conducted a customer-facing contextual inquiry and reported the findings. As a team we conducted foundational research.

The job

We researched how customers interacted with self-service technologies. And discovered staff perspectives on the migration to self service.

The process

The research included diary studies; and contextual inquiries, customer intercepts and interviews across many bank branches. The research outcomes fed into an extensive report, and design artefacts that communicated the key findings.

Persona extensions added a self service layer to existing bank personas. Journey maps highlighted how different customers engage with self service technologies in everyday scenarios. A branch journey map provided an overview of the branch landscape, and linked scenarios and personas to the research report.

The outcome

The research outcomes fed into the long-term strategy for bank retail services. And into the next phase of the project – the design of CommBank’s new ATM experience.

Branch map