Reflection – Learning Launch

Challenge  In a previous job I was a consultant at a VAR and my job was to assist its customers with  various problems. One the problems was that a bank needed their customer to be able to  browse the internet and fill out simple forms at the bank locations. It was assumed that it  would decrease the load on the customer representatives and increase customer  satisfaction at the bank locations.    Selection  Our team went through different design thinking sessions and selected virtualized Kiosks as  a prototype for a learning launch with a limited scope to two select bank locations. This  would allow the bank to realize if the users would use the technology and its impact on  customer representive load  and customer satisfaction.    Application  Two bank locations was outfitted with kiosk that connected to virtualized, secured  workstations. The locations had information banners presenting the new feature and its  usage for customers. Each kiosk was monitored for activity and a short form presented  when users ended their session in the Kiosk. This allowed us to gather customer satisfaction  data as well as usage data of the actual kiosk itself. Customer representive load was  monitored to see if the self service features of the kiosks would have an impact on their  workload.     Insight  The learning launch tool allowed us to test the assumption of decreased customer  representitive load and customer satisfaction of self service features available in the bank  locations. The results indicated that customers were happy with some of the features,  mainly the self service form feature that allowed customer to fill our various forms that did  not require customer representive assitance. The team used the information to increase the  scope of the next learning launch to more bank locations with increased numer of self  service tools for the customer.     Approach  By using design thinking tools in the sessions before the learning launches the team was  able validate the assumptions and learn from the launches before a full launch of the  solutions was implemented at all bank locations.

