Reimagining in-branch experiences through UX design
Transforming physical branch interactions into a seamless, guided digital experience.
A walkthrough of Fusion Digital Banking
The same product walkthrough featured on the live case study, showing how Digital Branch brings the design to life.
Context & opportunity
Context
Branches remain critical, but experiences were fragmented, manual, and inconsistent.
Opportunity
Use digital design to modernize branch workflows while preserving human connection.
Goals
- Reduce friction during in-branch interactions
- Enable guided, self-assisted experiences
- Standardize service delivery across locations
Create personalized digital experiences, built on Finastra's Fusion platform.
The challenge
Why Digital Branch was needed.
Key problems
- Manual processes slowed service delivery
- Inconsistent customer experience across branches
- High dependency on staff for simple tasks
- Limited visibility into service progress
Impact
Longer wait times, higher staff effort, and reduced customer satisfaction.
A human-centered Digital Branch
Create a guided, transparent, and intuitive in-branch digital experience, supporting both customers and staff.
Reduce cognitive load
Every screen carries only what's needed for the next decision.
Design for real-world branch scenarios
Built against actual branch conditions, not idealized flows.
Guide, don't overwhelm
Progressive disclosure keeps focus on one step at a time.
Keep humans in control
Staff and customers can always step in or override.
Designing with validation at every step
- Scenario-based journeysFlows built and tested against real branch situations.
- Information architecture validationStructure checked against real staff and customer mental models.
- Rapid prototypingLow-fidelity flows iterated before any high-fidelity build.
- Usability testing in real contextsSessions run on the floor, not just in a lab.
Research & insights
Research methods
Staff interviews
Observed frontline challenges and workarounds
Branch observation
Identified real-world friction and delays
Service journey mapping
Mapped end-to-end in-branch experiences
What we learned
A guided, assisted digital journey
What we designed
- Step-by-step digital guidance in-branch
- Clear progress indicators
- Assisted handoffs between digital and human support
Key capabilities
- Self-service where possible
- Staff-assisted where needed
- Transparent status at every step
From manual effort to digital confidence
The redesign paid off on both sides of the counter: less manual load for staff, more transparency for customers.
Operational benefits
- Standardized service delivery
- Reduced staff effort
- Faster resolution times
Experience benefits
- Increased transparency
- Lower customer anxiety
- Trust built into the system
Measurable UX and business outcomes
- Reduced cognitive load
- Faster service completion
- Clear journey visibility
- Consistent experience
- Lower operational effort
- Improved branch efficiency
- Higher customer satisfaction
- Scalable branch model
Inside the Digital Branch app
A closer look at the guided customer flow and the staff-facing tools built alongside it.
Designing the future of branch experiences
- Digital can enhance, not replace, human service
- Guided experiences reduce friction and anxiety
- Consistency builds trust at scale
Final note
Digital Branch transforms traditional branches into modern, experience-led service environments, balancing efficiency with empathy through thoughtful UX design.
Here are answers to some of the most common questions.
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