Nedbank has around 500 self-service kiosk (SSK) devices that can cater to a variety of client needs i.e., Obtaining statements, and opening an account. However, the business value of the SSK devices has not been realised, and there is low client usage across different markets.
The business identified an opportunity to encourage self-service behavior by enabling customers to dispense their cards directly from Self-Service Kiosks (SSKs). The goal was clear:
✔ Reduce in-branch service demand
✔ Increase adoption of self-service banking
✔ Enhance customer experience by making card collection faster and more convenient
I collaborated with the UX research team to conduct a solution experience evaluation that included; a tool that is used with targeted users to test how existing products, solutions, or features are performing in-market. 3 types of data-gathering methodologies were used to better understand the customer behaviour
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Technology bias: SSKs were primarily associated with cash transfers and bill payments, but not card dispensing.
Perceived Complexity: Customers felt uncertain about using SSKs for something as important as card collection.
Cost/Time Considerations: Customers were willing to adopt self-service if it was faster.
These findings shaped the design strategy for the new card dispensing experience.