We started “The blank slate series” to keep you up to speed with our new digital innovation mission. Last week we gave you the background – this week we’re giving you the product.

You might remember we talked about an unexpected plot twist in our story. The product we came up with (a document uploader for building societies to help customers with their mortgage applications) was good, but our friends in the industry didn’t think there would be a lot of appetite for it.

We had to be flexible and come up with a new idea quickly. Luckily, if you set a bunch of developers onto a problem like this, it gets solved in no time.

Frictionless onboarding

Let’s think about a typical customer pain point in building societies. At the moment, if you want to book a face-to-face meeting with an advisor in-branch, you have to call a central number and hope someone is available to pick up the phone at the other end.

Otherwise, you have to physically go to the branch in order to book a meeting for another in-branch meeting in the future… pretty painful, right?

It was only a matter of time before there was a lightbulb moment.

Could we build an online appointment manager app to ease the customer onboarding process for building societies?

The answer is yes, of course. We just had to figure out how.

Quick, lean and efficient

We started by visualising the product in 2 parts – the customer facing app and the admin app.

1. Customer face

The app will allow customers to book an appointment quickly and effortlessly with this easy process:

  • Select a meeting type from a series of options. 
  • Choose the specific branch they’d like to visit. 
  • Pick a time slot based on the availability of in-branch staff.

That’s it – from the user perspective, that’s all there is to it.

2. Admin face

This is what happens behind the scenes. Staff can fill out their availability in this portal, and they’re notified whenever a customer books an appointment.

Eventually, this will sync automatically with their calendars using an integrated system. Quick, lean and efficient.

Continuous scalability and evolution

That’s the core of the product – we’ve already got so many ideas of features to add and ways to scale the product, but we’re keeping it simple right now.

We’ve got the product and the expertise in the team to execute it: time to get the Kanban board out and start planning.

Catch up with us next week to find out how we launched into the “The blank slate series”.