DD EI, Week 1, 27/01/25, Induction & Brief.

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Before we start on the brand guidelines some research is needed to help us form a good set of ideals and ethics for the customer that promotes the brand. We did a lot of research in Class which can be found in my week 1 notes for exploring identity.

Trust Pilot Reviews

I decided to view some trust pilot reviews and see what people say about a modern and a traditional bank.

Traditional - Nationwide

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Pros:

Customer Service in Person is Good

Benefits Example: student account giving you free vouchers and money

Offer a variety of services

Cons:

Long Waiting Times 40mins+

Customer Service Online is Not Helpful

Constant Verification is Annoying

Long processes for simple actions

Modern - Monzo

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Pros:

Easy application process

Great products & forward thinking features

Flex credit

Advance notice of money movement.

Reliable

Cons:

Long wait for Customer Service - Wasn’t helpful when a person got scammed

Buggy and Lags

slow verification process

Can’t cancel direct debits in the app

Target Audience

Here is two target audience persona, A primary and secondary. I wanted to cover both the older and younger side of the target audience age 16-25 so I created these two. I will try and cater to the needs of these personas

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5 Values that I would want for my bank are:

  1. Human Rights including fairness, inclusion, and no discrimination
  2. Responsible banking which helps develop the account holders finance
  3. Customer service is available 24/7 and is supportive
  4. Increased security and warnings, to ensure the holder doesn’t get scammed
  5. innovation and feedback, My bank is willing to hear from Users on how we can improve on it.