BBVA

Overview

BBVA Mexico sought to enhance the teller experience at its branches, addressing lengthy wait times and customer congestion. I played a dual role as UX Designer and Project Manager on this 4-month initiative.

Role & Duration

UX Designer & Project Manager, 4 months.

Problem

Customers often faced long queues, resulting in frustration and inefficiencies. The challenge was to optimize customer flow, reducing wait times and improving the overall banking experience.

Solution

We implemented a strategic solution:

• Shift Board Transparency: To alleviate queue anxieties, we developed an external digital display system showcasing available teller appointments. This allowed customers to gauge wait times before entering, preventing unnecessary crowding inside.

• Pilot Testing & Refinement: We conducted a two-month pilot program at two Mexico City branches (Glorieta Colón and Vito Alessio) to evaluate the system's effectiveness and gather user feedback. This enabled us to refine the design and address any emerging challenges.

Challenges

Standardizing the experience across diverse branch layouts presented a significant hurdle. Additionally, the existing technological infrastructure posed limitations for displaying real-time shift information.

Overcoming Obstacles:

To conquer these challenges, we employed a two-pronged approach:

Tailored Screen Placement: We utilized both 48-inch and 32-inch display sizes based on branch space constraints, ensuring optimal visibility for customers.
Enhanced User Attention: To signal new shift availability, we incorporated an attention-grabbing audio cue, further prompting customers to check the updated wait times.