Project Goal

Dependence on others to access money signifies a lack of autonomy over personal finances. Relying on external assistance for managing funds can lead to delays, misunderstandings, and errors. It also undermines the confidence in financial transactions. To promote true financial independence, it is essential to empower individuals to manage their banking needs independently.

Locations

In-person User Interviews

Survey respondents

My Role : UX strategist

Duration : 1 week

Organization : Design For Change Community

Year : 2025

About the project

Process

The Problem

Goal

Opportunity

Analysis

Concept

Market research : Understanding the existing scenario

The primary focus of this user study is to explore and understand users’ internal perceptions, mental models, and expectations regarding the functioning of the banking system. This includes examining how users believe banking processes operate, what assumptions they hold about security, transaction handling, customer service, and digital banking interfaces, as well as identifying any gaps or misconceptions between user expectations and the actual workings of the banking sector.

By gaining deeper insights into users’ internal understanding, the study aims to:

• Identify common knowledge gaps or misconceptions about banking operations.

• Assess how these perceptions influence user trust, satisfaction, and decision-making.

• Inform the design of more intuitive banking products, services, and educational materials that align with user expectations.

Opportunity Analysis

Planning and moderating group Ideation session

Mindmapping

Synthesize and evaluate ideas and refine project goal based on insights from the ideation session.

As it is a group brainstorming and not every individual is not comfortable sharing in a group we started with quiet brainstorming to bring in individual contributions and move to thinking out loud brainstorming and contributed as a group

Why standing in queues increases anxiety?

Research shows that how people feel while waiting matters more than the length of the wait. By leveraging the insights of queue psychology, you can ensure that your customers' user experience is a positive one.

The psychology of queuing revealed in 6 simple rules

1. Unoccupied time feels longer than occupied time

2. People want to get started

3. Uncertain waits are longer than known, finite waits

4. Unexplained waits are longer than explained waits

5. Unfair waits are longer than fair waits

6. Anxiety makes waits feel longer

Looking at the technology used in banks

Computers

MICR readers to scan

Printers

Scanners

Kiosks

ATMs

Counting machine

Stamps

Analysis

Where else do we see queues ?

1)Shopping queues

2)Toll gates queues

3)Airports queues

4)Parking queues

5)Cafeterias

6)Government hospitals

Why Banking queues are different from the queues listed above?

1)Too many processes (tasks one come for)

2)Large amount of money is involved

3)Deposit to - can take multiple paths (individual, loans, savings, FD etc)

4)Why with drawing from banks require more authentication - Can there be alternate paths and easy authentication ?

Designing for Trust & Touch-points while taking strength from Technology

Breaking Down the Barrier: Reimagining the Bank Desk for Accessibility and Trust

In traditional in-person banking, the desk itself becomes a significant barrier—especially for customers making cash withdrawals or deposits. The current setup keeps the bank’s computer screen hidden from the customer, leaving them in the dark about what’s happening during their transaction. This lack of visibility means:

Desk being the barrier

The future of Banking desks, ATMs and CSPs

• Adding compact iris and face recognition modules

Increase the chance of digital Banking adaptation

Let the users see the screen

Imagine transforming the desk into a bridge rather than a barrier. By introducing a customer-facing screen that mirrors the actions being performed—using a consistent set of visual sign language cues—banks can:

• Make every step of the transaction visible and understandable to the customer.

• Use universally recognizable icons and gestures (including sign language) to explain what’s happening, in real time.

• Provide confirmation and transparency, so customers know exactly what is being done with their money.

• Offer passive learning opportunities while customers wait, building familiarity with banking processes and digital interfaces.

If this visual “sign language” is maintained consistently across all branches and interactions, over time, even users with limited literacy or accessibility challenges can become comfortable and independent in managing their finances. This approach not only empowers customers to act independently but also lays the foundation for a smoother transition to digital self-service banking, where the same visual cues and language can be reused.

A New Approach: Customer-Facing Screens with Consistent Sign Language

I

Why It Matters

• Accessibility: Consistent sign language and visual cues help people with hearing loss, limited vision, or language difficulties navigate banking confidently712.

• Learning and Empowerment: Customers learn banking processes by seeing and understanding them, reducing dependency on staff.

• Trust and Transparency: Real-time, visible confirmation of actions builds trust and reduces anxiety or confusion.

Designing for

Trust & Touchpoints

Designing for Trust & Touchpoints while taking strength from Technology and Transactions

Designing for Trust & Touch-points while taking strength from Technology and Transactions

Desk being the barrier

Let the users see the screen

The future of Banking desks, ATMs and CSPs

• Adding compact iris and face recognition modules

Over a period of time build familiarity with sign language for banking transactions

Increase the chance of digital Banking adaptation

Takeaway & Next steps

Digital Training

Tools-such as emulators or simulators-at bank branches, ATMs, and Customer Service Points (CSPs) can be a highly effective way to help amateur banking users overcome their fear of making mistakes.

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Scaling up the study will provide deeper insights necessary to make the system design more flexible and adaptable across diverse scenarios.