Understanding the opportunities to extend the appeal and inclusive capacity of immersive mediums for TV audiences to all users.
Type of project:
Customer service
Clients:
Innovate UK / Channel 4
Industry:
Entertainment
Channel:
Digital / Immersive
Method:
A survey and focus groups to understand the various challenges people experienced and when and how they may wish to tell the bank that they had additional needs. Design and co-design support and engagement. Usability testing of the initial product. Redesign for an in-app version and further usability testing of prototype and live assets. Authentic user talent and engagement for marketing materials development.
Outcome:
The initial new capability was very well received by customers that used it, but not very easy to find and staff were not so aware of it either. Once in-app the service had much greater uptake and positive CX impact. It also helps staff be aware of adaptive and inclusive services the bank offers.