Digitising through inclusion
| Client | Banco Azteca |
| Where | México |
| What | Banking |
| When | 2019 |
Installation of 800 new ATMs ------ Inclusive redesign ------ Augmented reality testing ------ More than a 100 interviews ------ 58% increase in satisfaction rate
01
THE CHALLENGE
A population with an aversion to banks
Banco Azteca needed to reduce saturation in its human attention channel by boosting the use of the ATM and app in the context of a population that is not very digitized and reluctant to interact in this medium.
A challenging context that became an opportunity to boost the upskilling of the population through a pleasant and affordable user experience.
Bringing the population closer to and eliminating their fear of ATMs
A change in the user experience was needed to make it more comfortable and friendly and to encourage the use of the ATM.
We decided to start from the foundations of the process and transform one of the pillars of customer service: the ATM itself.
02
THE SOLUTION
Augmented reality to design the best ATM in all of Mexico
We travelled over 3000 km with more than 100 users to improve the banking experience. Our goal: an empathetic and inclusive interaction, eliminating fear of using the ATM.
The ATM was designed to assist inexperienced users. By listening to consumers, we created hundreds of prototypes until we developed one that addressed common fears, such as losing money or breaking the machine.
"If you make it useful and make it kind, you eliminate fear"
Andrés Aymes Ansoleaga - CEO Banking Mexico
TIMELINE
2018
Feb. 2019
Mar. 2019
Jun. 2019
Banco Azteca wins a tender in 2018 to handle foreign exchange from the US, thus needing to free up dependence on its human attention channel in Mexico.
We began to travel throughout Mexico conducting interviews in dozens of locations to take into account the opinions of people from all backgrounds. We also visited Banco Azteca ATMs to understand the experience of using them.
We started designing hundreds of ATM and interface prototypes and tested them through Augmented Reality.
More than 800 new ATMs were installed throughout Mexico and transactions increased to 11 million per month. User satisfaction grew by 58% thanks to a new empathetic, inclusive and cohesive banking experience.
MAIN CONCLUSION
We redesigned and implemented Banco Azteca's systems and experience
Inspired by Mexico for Mexicans
We gave Banco Azteca's ATM an identity as an interface that reaches out to a population with a distrust of banks to introduce them to finance. In this way, we turned the ATM into a modern tool for empowerment in the transition to the digital world, which does not even exclude people with less financial knowledge.
800+
new ATMs installed
A new ATM network with Banco Azteca's new systems and designs.
11M
of transactions per month
The new digital experience enhances usage through the new ATM network.
58%
increase in satisfaction
The new, more inclusive design enhances the experience and satisfaction.
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