ABSTRACT
Designing a user experience platform (UXP) is a creative challenge. UXP design is slightly different than designing user interface (UI). UI is one part of the overall user experience. Designing an effective UXP primarily needs thinking from an end-user stand point. The usage scenarios, usability needs, key touch points, potential challenges, business process, customer support, collaboration, and social touch points all need to be carefully evaluated from the user lens. The concept of UXP is emerging and is based on target audience and solution vertical. Each of the customer touch points is then prioritized based on its impact on the end-user experience. The touch points that highly impact the user experience and the ones that are most frequently used across channels across user segments are given higher priority. Aligning with the customer-centric approach, the banking UXP will be designed to enable and enhance the experience of all customer touch points.
