Project Overview
The Virtual Teller Machine (VTM) is a technological innovation that seamlessly integrates a conventional cash recycler with a live video assistant, offering a wide range of remote services for customers. Customers can perform their banking activities using VTMs, and live agents are available to assist them 365 days a year, from 8:30 a.m. to 5:00 p.m. Both existing and new customers can take advantage of the services provided by
the VTM.
Objectives & Goals
Customer On-boarding / Accounts Opening
Registration for SMS Alerts and other value-added services
Instant Debit Card Issuance
Current Problem Statement
With the assistance of Basura (Call Agent at Sampath Bank), I compiled a list of some issues identified in our previous design that needed attention:
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Too Many Software Tools: The use of various software tools made the customer journey cumbersome. For instance, screen recording software was employed for video call Recording, followed by uploading to their cloud.
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Confusing Flow: Different software tools were utilized, requiring frequent switches between them for various tasks. There was no clear flow for existing or new customers, onboarding, debit card issuance, or other services.
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Lack of Agent Activity Record: The absence of an agent activity record left them without insights into agents' actions, online status, and more.
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No Document Capturing Feature: The platform lacked an image or document capturing feature. Screen recording was used as a substitute for capturing relevant images.
Current State Mapping
Design Process
Research
UI Design
UX Design
Final Design
User Groups & Personas
Persona - 01
Identity
Name :
Charith Madushan
User Group:
Customer
Demographics & Characteristics
Extend Segment 1
Age Range :
Age between 18-30
Tech: Knowledge :
Low
Edu. Level :
Low
Characteristics :
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Like do things fast
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Hassle-free
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Hesitates to ask for guidance
Pain Points
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Forgot to bring some Doc Don’t know how to scan NIC
​
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Where is the signature pad?
​
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Is my face and docs correctly pointed for the cam?
​
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Does it take too much time to complete this?
Goals & Needs
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The account should be opened soon
​
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Need to get an account number via SMS or email
​
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Need to Write down the account number
Persona - 02
Identity
Name :
Sugath Perera
User Group:
Call Agent
Demographics & Characteristics
Age Range :
Age between 20-30
Tech: Knowledge :
High
Edu. Level :
High
Characteristics :
-
-
Pain Points
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various software tools
​
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Hard to capture cus: selfies & doc’s
​
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Confusing flow
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Cant track agent's activities
Goals & Needs
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Need to capture signatures for multiple docs(3) in different stages.
User Journeys
Current State Mapping
Customer Journey
Call Agent Journey
Customer Flow
Agent Flow
Wireframe
Major Screens
( VTM Machine )
Default Screen
Calling Screen
Agent Busy Screen
Video call Screen
Acc. Number sharing Screen
Major Screens
( Call Agent )
Dashboard Screen
Call Request Screen
Application List Screen
Application View Screen
NIC Capture Screen
Call Main Screen
DRP Check Screen
Mobile Number Verification Screen
Signature Capture Screen
Account Number sharing Screen
