Business
Banks Caring More About UX Service Design in 2022
What is UX Service Design? How is it Related to Banks?
UX service design encompasses the comprehensive user experience of a service, as well as the design of how that service is delivered to customers. It also focuses on mapping all instances where customers that use your service come into contact with your company – analyzing the motivations and feelings of your users at these contact points is crucial to developing a service that optimizes the interaction between customers and service providers.
In short? Service design is about strategy.
These are the main vital points of contact a user may have with your service:
- Initial contact
- Engagement
- Post-consumption feedback
So how is UX service design related to banks? Well, the entire banking process is a service itself. The moment a customer walks into a bank his user experience has begun. Taking a number, waiting in line, and talking to employees are all part of that experience. These are just some of the contact points that need to be planned out to create the best possible customer experience.
Meeting customer needs with a banking UX service design
Those working in the financial sector may very well ask themselves: why should a banking service be designed?
Mainly because customer expectations have changed alongside market regulation requirements, not to mention technological advancements provide the opportunity to make the banking experience much more transparent and user-friendly for customers.
More and more traditional banks incorporate service innovations, which only serves to exacerbate the competition. That alone is reason enough for companies working in the financial sector – it’s not just about reaching a competitive edge, it’s about keeping up.
All banks must make this decision themselves: are they prepared to be proactive and take the next step to be market leaders? How can they offer even better services that meet or succeed expectations? These are all steps required for long-term survival and growth in the financial sector.
According to Ergomania UX service design agency – a company located in Budapest – banks need to focus on the following steps in order to keep up with the current market trends:
- Building a customer-centric business model
- Implementing a more personalized banking UX service design
- Communicating trust, empathy, and commitment toward customers
- Optimizing resource allocation
- Simplification of business and operating models
- Acquiring customer information advantage
- Stimulating internal innovation
- Risk management
What are the most popular banking service UX service design trends?
According to a survey conducted by PwC on the financial sector, 3 main banking service design trends have come into focus since the beginning of the 2020s:
- Customer-centric perspectives and frictionless user journeys
- Integrating real-time, intelligent data through A.I. and cognitive computing
- Open banking solutions
Interestingly enough, according to the research conducted by the member of the Big 4, 61% of the banks that participated in the survey said a customer-centric business model is “very important”, but only a meager 17% said they could actually implement it in practice.
How the pandemic affected digital banking service design
It should come as no surprise that COVID also had a role in the changes that have occurred in banking service design. Almost all sectors of the global economy have been affected one way or another by the changes and restrictions brought by the pandemic.
In the case of the banking sector, this resulted in a smaller window of opening hours, not to mention banks could only receive only a few customers at a time because of social distancing requirements. All this placed a much bigger strain on the digital channels of banks since more and more people opted to handle their finances online or via mobile banking apps.
However, this increase in demand should also be seen as an opportunity. People now have much more trust in digital channels than they had before, meaning investments in UX service design are much more likely to pay off in the banking sector.
The cherry on top: the WHO supports contactless payments as they have a much smaller environmental footprint compared to the traditional banking model.

How can a bank plan the best possible service design? Tips from a UX agency
According to Ergomania UX agency, this is what banks should focus on in order to create an excellent, customer-centric service:
- Having a mobile banking app isn’t enough in itself. If it’s complicated to use, it will probably drive customers away. Always keep user experience in mind, whether it’s in a technical setting like your bank’s digital channels, or the attitude and availability of customer service.
- Focus on the end value you want to provide customers and develop your services accordingly.
- Observe other financial solutions from other sectors, such as Apple’s credit card or Facebook Messenger microtransactions.
- Convert your research data into personalized offers.
- Shift focus from short-term gains of selling to customers to long-term customer retention. What can you provide your users that will encourage them to keep coming back to you?
Business
PepsiCo Reduces Revenue Projections As North American Snacks And Key International Markets Underperform.
(VOR News) – In the third quarter of this year, Pepsi’s net income was $2.93 billion, which is equivalent to $2.13 per share. This was attributed to the company.
This is in stark contrast to net income of $3.09 billion, which is equivalent to $2.24 per share, during the same period in the previous year. The company’s earnings per share were $2.31 when expenses were excluded.
Net sales decreased by 0.6%, totaling $23.32 billion. Organic sales increased by 1.3% during the quarter when the effects of acquisitions, divestitures, and currency changes are excluded.
Pepsi’s beverage sales fell this quarter.
The most recent report indicates that the beverage and food sectors of the organization experienced a 2% decline in volume. Consumers of all income levels are demonstrating a change in their purchasing habits, as indicated by CEOs’ statements from the previous quarter.
Pepsi’s entire volume was adversely affected by the lackluster demand they encountered in North America. An increasing number of Americans are becoming more frugal, reducing the number of snacks they ingest, and reducing the number of times they purchase at convenience stores.
Furthermore, Laguarta observed that the increase in sales was partially attributed to the election that occurred in Mexico during the month of June.
The most significant decrease in volume was experienced by Quaker Foods North America, which was 13%. In December, the company announced its initial recall in response to a potential salmonella infection.
Due to the probability of an illness, the recall was extended in January. Pepsi officially closed a plant that was implicated in the recalls in June, despite the fact that manufacturing had already been halted.
Jamie Caulfield, the Chief Financial Officer of Pepsi and Laguarta, has indicated that the recalls are beginning to have a lessening effect.
Frito-Lay experienced a 1.5% decline in volume in North America. The company has been striving to improve the value it offers to consumers and the accessibility of its snack line, which includes SunChips, Cheetos, and Stacy’s pita chips, in the retail establishments where it is sold.
Despite the fact that the category as a whole has slowed down in comparison to the results of previous years, the level of activity within the division is progressively increasing.
Pepsi executives issued a statement in which they stated that “Salty and savory snacks have underperformed year-to-date after outperforming packaged food categories in previous years.”
Pepsi will spend more on Doritos and Tostitos in the fall and winter before football season.
The company is currently promoting incentive packets for Tostitos and Ruffles, which contain twenty percent more chips than the standard package.
Pepsi is expanding its product line in order to more effectively target individuals who are health-conscious. The business announced its intention to acquire Siete Foods for a total of $1.2 billion approximately one week ago. The restaurant serves Mexican-American cuisine, which is typically modified to meet the dietary needs of a diverse clientele.
The beverage segment of Pepsi in North America experienced a three percent decrease in volume. Despite the fact that the demand for energy drinks, such as Pepsi’s Rockstar, has decreased as a result of consumers visiting convenience stores, the sales of well-known brands such as Gatorade and Pepsi have seen an increase throughout the quarter.
Laguarta expressed his opinion to the analysts during the company’s conference call, asserting, “I am of the opinion that it is a component of the economic cycle that we are currently experiencing, and that it will reverse itself in the future, once consumers feel better.”
Additionally, it has been noted that the food and beverage markets of South Asia, the Middle East, Latin America, and Africa have experienced a decline in sales volume. The company cut its forecast for organic revenue for the entire year on Tuesday due to the business’s second consecutive quarter of lower-than-anticipated sales.
The company’s performance during the quarter was adversely affected by the Quaker Foods North America recalls, the decrease in demand in the United States, and the interruptions that occurred in specific international markets, as per the statements made by Chief Executive Officer Ramon Laguarta.
Pepsi has revised its forecast for organic sales in 2024, shifting from a 4% growth rate to a low single-digit growth rate. The company reiterated its expectation that the core constant currency profitability per share will increase by a minimum of 8% in comparison to the previous year.
The company’s shares declined by less than one percent during premarket trading. The following discrepancies between the company’s report and the projections of Wall Street were identified by LSEG in a survey of analysts:
SOURCE: CNBC
SEE ALSO:
Old National Bank And Infosys Broaden Their Strategic Partnership.
Business
Old National Bank And Infosys Broaden Their Strategic Partnership.
(VOR News) – Old National Bank, a commercial bank with its headquarters in the Midwest, and Infosys, a firm that specializes in information technology, have recently entered into a strategic expansion of their link, which has been in place for the past four years.
This expansion is more likely to take place sooner rather than later, with the likelihood being higher.
For the purpose of making it possible for Old National Bank to make use of the services, solutions, and platforms that are offered by Infosys, the objective of this expansion is to make it possible for the bank to transform its operations and processes through the application of automation and GenAI, as well as to change significant business areas.
This lets the bank leverage Infosys’ services, solutions, and platforms.
Old National Bank Chairman and CEO Jim Ryan said, “At Old National, we are committed to creating exceptional experiences for both our customers and our fellow employees.”
This statement is applicable to Old National Bank. Infosys is carefully managing the business process innovations that it is putting us through, putting a strong emphasis on efficiency and value growth throughout the process to ensure that it is carried out efficiently.
This is a routine occurrence throughout the entire operation. Because of Infosys’ dedication to our development and success, we are incredibly appreciative of the assistance they have provided.
Old National has been receiving assistance from Infosys in the process of updating its digital environment since the year 2020, according to the aforementioned company.
Ever since that time, the company has been providing assistance. The provision of this assistance has been accomplished through the utilization of a model that is not only powerful but also capable of functioning on its own power.
Infosys currently ranks Old National thirty-first out of the top thirty US banks.
This ranking is based on the fact that Old National is the nation’s largest banking corporation.
It is estimated that the total value of the company’s assets is approximately fifty-three billion dollars, while the assets that are currently being managed by the organization are valued at thirty billion dollars.
Dennis Gada, the Executive Vice President and Global Head of Banking and Financial Services, stated that “Old National Bank and Infosys possess a robust cultural and strategic alignment in the development, management, and enhancement of enterprise-scale solutions to transform the bank’s operations and facilitate growth.”
This remark referenced the exceptional cultural and strategic synergy between the two organizations. Dennis Gada is the one who asserted this claim. This was articulated explicitly concerning the exceptional cultural congruence and strategy alignment of the two organizations.
We are pleased to announce that the implementation of Infosys Topaz will substantially expedite the transformation of Old National Bank’s business processes and customer service protocols. We are exceedingly enthusiastic about this matter. We are quite thrilled about this specific component of the scenario.
Medium-sized banks operating regionally will continue to benefit from our substantial expertise in the sector, technology, and operations. This specific market segment of Infosys will persist in benefiting from our extensive experience. This phenomenon will enable this market sector to sustain substantial growth and efficiency benefits.
SOURCE: THBL
SEE ALSO:
American Water, The Largest Water Utility In US, Is Targeted By A Cyberattack
States Sue TikTok, Claiming Its Platform Is Addictive And Harms The Mental Health Of Children
Qantas Airways Apologizes After R-Rated Film Reportedly Airs On Every Screen During Flight
Business
American Water, The Largest Water Utility In US, Is Targeted By A Cyberattack
The largest regulated water and wastewater utility company in the United States stated Monday that it had been the target of a cyberattack, forcing the company to halt invoicing to consumers.
American Water, The Largest Water Utility In US, Is Targeted By A Cyberattack
American Water, based in New Jersey and serving over 14 million people in 14 states and 18 military facilities, said it learned of the unauthorized activity on Thursday and quickly took precautions, including shutting down certain systems. The business does not believe the attack had an impact on its facilities or operations and said employees were working “around the clock” to determine the origin and scale of the attack.

According to their website, American Water operates over 500 water and wastewater systems in around 1,700 communities across California, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Maryland, Missouri, New Jersey, Pennsylvania, Tennessee, Virginia, and West Virginia.
SOURCE | AP
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