Start anywhere, continue anywhere
What a parent fills in on the app carries over to the branch, so nobody repeats themselves.
Case study 03 · BNI Intelligent Branch
Children's Savings Account
Helping parents open a savings account for their child across the app, the branch and branch staff, without repeating themselves.
- Omnichannel experience
- Service design
- User-centered problem-solving
The serve the challenge
A children's account isn't opened by its owner. A parent or guardian applies on the child's behalf, with documents for both of them, and the journey often jumps between a phone, the branch and a staff member. Every hand-off was a chance to lose information or start over.
- Two people, one account: the parent's identity and the child's documents.
- Several channels: app, branch devices and staff tools, each with its own constraints.
- A product for kids that still has to feel serious enough for parents to trust.
✏️ Draft: example copy. Replace with what actually happened.
My game what I did
- What you owned, e.g. the end-to-end service journey and the branch screens
- Who you worked with, e.g. branch staff, product, engineers
- Research you ran, e.g. branch observation, interviews with parents
✏️ Draft: fill in what you owned on this project.
The rally how it came together
- 01
Journey mapping
Followed parents, kids and branch staff through the whole journey across every channel.
- 02
Service blueprint
Mapped what happens backstage (systems, staff, documents) behind each step people see.
- 03
Co-design
Worked through ideas with branch staff, the people who make the journey work every day.
- 04
Prototype & test
Tested the flow with parents and refined it until it worked in a real branch setting.
✏️ Draft: example copy. Replace with what actually happened.
Key shots design decisions
Staff see the full picture
Branch staff get the application context up front, so the visit is a quick check, not a fresh start.
Fun for kids, clear for parents
A playful savings goal for the child, with plain-language terms for the parent.
✏️ Draft: example copy. Replace with what actually happened.
The score impact
metrice.g. shorter branch visits
metrice.g. more accounts opened
quotee.g. feedback from parents or branch staff
✏️ Draft: dashed values are placeholders. Add real numbers or remove them.
Post-match notes what I learned
- Omnichannel design is really about the hand-offs between channels.
- Front-line staff are users too, and often the best source of insight.
✏️ Draft: example copy. Replace with what actually happened.
Next match
Case study 01 · wondr by BNI Onboarding Experience →