Text Zoom

Customer service

Audience of the Future innovation

Christine H

January 24, 2023

Christine H

January 24, 2023


Understanding the opportunities to extend the appeal and inclusive capacity of immersive mediums for TV audiences to all users.
man holding tablet with graphic image of globe connecting technology together

Type of project:

Customer service


Innovate UK / Channel 4




Digital / Immersive


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.


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.

Participant quote:

Client quote:

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