Presenting the HEX, short for Huntington Experience, a kiosk where all Huntington customers can get the customer service they need! Swipe your card for access inside and the kiosk immediately has all your information for a smooth experience. Self-directed service is made easy by just tapping the screen to get through or speak with a human customer service representative who will share their screen with you to walk you through whatever issues. If you don’t need or don’t have a full bank near you, HEX is best for quick service.
My Focus section explores the different forms of customer service, customer pain points, and the idea that customer service is provided through more than a help desk. This concept allows the customer to choose between a live talk or using the pre-automated options to assist themselves, combining both types of customer service I researched. With part of my focus being balancing business needs and customer needs, this conjecture attempts that but it’s definitely not perfect. It only serves one customer at a time and since the kiosk is enclosed, customers aren’t aware if others are waiting for a turn. Also, figuring out proper locations for the kiosks that would help the business would be difficult since it only helps Huntington customers. The main takeaways I got from this conjecture are I need try for a proper balance between business and customer needs, as well as looking into how to both provide personalized service and helping as many customers as possible.
