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
   

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4. WHAT’S IN A DAY?
   23,040 blinks 50 smiles 240 “ummm”s
   30 greetings 10 tweets 10 txt messages
   

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6. NAB ATMs
   ARE USED
   *excluding RediATMs
   

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8. MY FAVOURITE
   TRANSACTION?
   

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10. The issue/frustration
    

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11. THE TRUTH ABOUT MFT
    

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13. MISSION: FIX MFT
    

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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”
    

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15. CX DESIGN PRINCIPLES
    Removed due to confidentiality
    

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16. The issue/frustration
    

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18. Processing your transaction
    

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21. Something was still wrong
    

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22. We were looking for the
    wrong answer!
    

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23. Reframe the
    question
    - What do customers
    want to do at an ATM?
    

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24. So what has changed?
    

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25. WHAT’S NEXT?
    

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28. What happened next/now
    

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30. The future of ATMs
    

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31. Sometimes the problem you’ve been
    asked to solve, isn’t always the one
    right one.
    

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32. @jessukotic
    jessica-ann.x.ukotic@nab.com.au
    THANKS!
    @longlou
    louise.m.long@nab.com.au
    

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