How to help customers when you’re annoying them 240,000 times a day

This is the story of what happens when a customer is asked just one extra question when they use an ATM and how that divided a nation.

from Louise Long and Jessica Ukotic

Transcript

1. LOUISE LONG & JESSICA UKOTIC
4. WHAT’S IN A DAY? 23,040 blinks 50 smiles 240 “ummm”s 30 greetings 10 tweets 10 txt messages
6. NAB ATMs ARE USED *excluding RediATMs
8. MY FAVOURITE TRANSACTION?
10. The issue/frustration
11. THE TRUTH ABOUT MFT
13. MISSION: FIX MFT
14. WHAT DID WE DO? + = 170 “Customers use an ATM a minimum of once a week” “Those who have a favourite transaction set LOVE it!” “79% of users do the same transaction every time they go to an ATM”
15. CX DESIGN PRINCIPLES Removed due to confidentiality
16. The issue/frustration
18. Processing your transaction
21. Something was still wrong
22. We were looking for the wrong answer!
23. Reframe the question - What do customers want to do at an ATM?
24. So what has changed?
25. WHAT’S NEXT?
28. What happened next/now
30. The future of ATMs
31. Sometimes the problem you’ve been asked to solve, isn’t always the one right one.
32. @jessukotic jessica-ann.x.ukotic@nab.com.au THANKS! @longlou louise.m.long@nab.com.au