Principles at a glance
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01
Provide access to on-demand, in person support
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02
Invest in an accessible agent point for cash ins and outs
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03
Help agents build long term and trusted relationships with customers
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04
Provide the full picture at a glance to agents
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05
Provide shortcuts to increase agent efficiency
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Principles in action
Provide access to on-demand, in person support
Principle 01
Any transaction related to hard-earned money will always feel high stakes. People seek confidence and are often willing to pay to know that they will be supported if something goes wrong. Rather than anchoring in digital only, consider investing in an agent network or call center that augments your digital experience to better support last mile users.
Principle 02
Invest in an accessible agent point for cash ins and outs
The biggest unlock to digital bank usage is a topped up wallet with sufficient balance. With limited digital experience, many last mile users seek physical/human touch-points to help convert their cash to digital. Its important to motivate users to load their wallet by making cash-ins as convenient and simple as possible—making them both physically and emotionally accessible.
Principle 03
Help agents build long term and trusted relationships with customers
Agents often act as the strongest touch points for new products. They sell and communicate with customers, provide cash ins and cash outs and provide support in case of any errors. For many digital products, they are the human face of your brand. Incentivizing agents against the right metrics can push them to surpass performance and increase user adoption.
Principle 04
Provide the full picture at a glance to agents
Last mile users often don’t have access to their account information at hand, and lean on agents to answer their questions and provide a financial picture when they cash out or in. Designing for the moments of customer-in-shop on the agent side can help them serve their customers better.
Provide shortcuts to increase agent efficiency
Principle 05
Agents typically have long days covering multiple customers to meet quotas. Build in quick work-paths and shortcuts so they can focus on building a strong customer relationships, not data entry.
Explore other moments in Digital Banking
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Account Set-up
Limit the effort needed to get started by letting users set up basic profiles
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First And Ongoing Transactions
Present a compelling and relevant first use case, and progressively introduce other services
