The Adventure Project

Allow me as a banker being a member of one of the most successful operational teams  in the banking sector, to share my own digital initiative idea "Adventure project".  My journey in the bank, as a head teller and a front liner enabled me for better  understanding of the customer journey, giving me the opportunity to come up with digital  innovative solutions.    Starting in 2017 after leading a team consisting of 7 employees in Sanstefano Br. one of  the most crowded branches and being one of the top three branches specified for tuition  fees payment for educational entities and universities and other schools in Alexandria  region.     Despite, the huge stress we have been through and the large number of operational  transaction that had been executed on daily basis all over the year. Behind every  obstacle lies a hidden opportunity.  The huge number of transactions executed to serve Non-bank customers specially  youth segment had negatively affect the AVG “Average waiting time” and may cause  customer dissatisfaction for banked and unbanked customers.     Therefore, I decided to take the advantage of such challenge and to go digital by  coming up with new innovative idea to migrate the traditional payments & fees to be  done through our digital channels, offering an exceptional digital experience " being  more efficient, quicker and cheaper" through our digital channels such as "Wallet,  Internet banking, ATM as well as the Mob App” offered to our bank customer and non-  bank customers, hence gaining their satisfaction and grabbing new to bank customers.     This will identify addition more opportunities for new products launch such as  educational loan and new type of accounts & services specifically tailored for the Youth  segment being the main source of NTB and Big Data.     During the mentioned period, the top management trend direction was and is always  about the importance of the team work and going digital.     So I chose two of my talented colleagues, where we were working together in order to  collaborate on working on my Adventure idea.    We held several meetings after working hours inside and outside the bank to start  implementing this idea on the real world ground. These meetings were held for more  than 3 months almost on daily basis.  In the beginning, they were anxious about the outcome, told me it's very risky and asked  for the reason of choosing them specifically.   My answer was I can see the talent and the dedication in both of you and we can do it  together.   And it's not a risk it's an Adventure

From this point, the Adventure name had been popped into my mind. This idea is  basically offered for youth segment cooping their behavioral life style, who are used to  travel abroad, saving their time and effort by re-generating their banking journey where  everything can be done by a click through our online channels using their mobile  phones.    I told my colleagues that I am sure that we are going to hit a huge success specially  working in a bank considered to be the pioneer in digitalization and diversification  through leveraging the transformation process from cash to digital channels     We divided the team roles, one was responsible for the project financial figures studies  specifically the project P&L “Profit and loss” studies.  The other colleague was mainly responsible for the idea presentation, illustration and  visualization.  And Finally, I was mainly responsible for the innovation part and the optimum  implementation's practices.    We succeeded to deliver our Adventure idea, which had been recognized by several  motivational mail from business, operation team as well as the top management for  presenting such successful idea.  We were very glad, by the recognition we received “Bank Super star" it is a recognition  awarded by the top management for those who made difference in the bank, facilitating  the customer journey.   Moreover, we felt the glory when our idea had been successfully implemented, and all  the bank clients and non-bank clients started to go digital and showed satisfaction and  gratitude to this new innovation that enabled for more time and effort saving resulting to  an increase in new to bank customers number within 6 months from the idea  implementation.

Presented by: Muhammad Seif

