Customer COVID-19 Branch Check-In

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The Problem
We discovered the customers were concern about their safety when waiting in a branch with-in the current COVID environment.  

The Solution
Our team developed a web application that allows customers to get in a virtual line when they walk up to a branch. This ensures that our branches are safe and in compliance with COVID-19 safety standards. This solution helped minimize customer concerns and ensured they could manage their financial accounts.

I created the journey map, wire frames and pixel perfect hi-fi deliverables in Sketch. This was a high priority time sensitive project that was designed, developed and launched off-sprint in a 4-day turn-around.

The Results
The team worked diligently to produce the pilot in less than 2 months. It included 29 branches and overall, customers and team members really liked it. They found it easy to use and are excited to see how it helps holiday traffic.
Some feedback below:

•    From 6/26-7/17, 7k customers utilized the Digital Wait list
•    Week 3 daily volumes were 200-315/day
       -  Week 1:400-500/day & Week 2:250-450/day
•    Overall success of customer registration remains high (83%)

Customer User Flow 

Customers are notified outside the branch that due to COVID-19 the number of people allowed inside is limited. To get into the branch, they go through four simple steps:

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