Virtual reality and the banking experience

Sarah Weise and Andrew Mshar

Journal of Digital Banking, 2016, vol. 1, issue 2, 146-152

Abstract: As online banking has become today’s ubiquitous standard, banks are making predictions about the future of in-person customer interaction. In an effort to reimagine the way banks use digital vehicles to enhance and improve customer experience, the authors' organisation embarked on a study to research and develop ideas for employing virtual and augmented reality to drive branch innovation. This paper discusses how virtual reality offers an effective and cost-efficient way to see, experience and test novel retail bank environments before a single brick is laid. Coupling cutting-edge tools like virtual reality with service design methodologies enables banks to realise new ideas for virtual and in-person interactions that will speak to tomorrow's bank customer.

Keywords: virtual reality; design thinking; user experience; customer experience; service design (search for similar items in EconPapers)
JEL-codes: E5 G2 (search for similar items in EconPapers)
Date: 2016
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Persistent link: https://EconPapers.repec.org/RePEc:aza:jdb000:y:2016:v:1:i:2:p:146-152

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