Urgent appointment, Tinder-style Qorus Banking Innovation Awards 2016 - Winner

In response to customers’ changing demands, banking institutions have embarked on a radical transformation of their branch networks. In this context, a profound paradigm shift has occurred concerning the advisor–customer relationship, one that mainly concerns new generations hard-wired for immediacy. Such were our considerations when we discussed the topic of urgent appointments in a Design Thinking workshop. Previously, a customer was one of many others in their advisor’s portfolio of customers. For the customer, arranging an immediate appointment was an unlikely possibility, much less one based on their own agenda. They would usually have to fit in with the advisor’s schedule. We have effectively reversed this state of affairs by inviting our customers to log in to our mobile app via their personal agenda and discover appointment availabilities within their vicinity via our existing network of branches. In addition, we have transformed the customer experience by showing the list of available advisors, Tinder-style. Customers can now choose the most suitable time slot/advisor with just a swipe.