In the recent event held at the Unionbank’s groundbreaking retail and banking hub in Makati, “The ARK“, Unionbank of the Philippines (Unionbank) shared to members of the press how digital technology works with “The ARK” and their partnership with Micro-D International, Inc. (MDI).
“The ARK is a bridge between the real-world banking experience and the digital experience, which we have made possible by teaming up with our partners, led of course by MDI,” says Ana Aboitiz-Delgado, deputy center head for Consumer Finance and chief user experience Officer of UnionBank.
“We collaborate with the right partners in promoting true Digital Transformation to make sure that the DX Trinity come naturally together. This way, we can ensure that an enterprise can make a significant and lasting impact, while generating the ultimate customer experience,” Villanueva explains.
The ARK is a refreshing space that uses digital technology to augment an actual banking experience. It has been a very interesting project for MDI simply because of what they were able to accomplish given the kind of vision UnionBank shared with them.
“When we spoke to UnionBank president, Mr. Edwin Bautista, he made their aspiration very clear to us: to be the leading digital bank by designing a brand experience like a tech company that has a banking engine,” Villanueva says.
What followed was a long process of going back to the basics and understanding the intricacies and the details of every customer’s point of interaction inside the bank. MDI looked at every process, every engagement, every interaction a customer goes through their journey in a branch.
Then, they researched and experimented on how they could make each process more effective and efficient, and how they can delight the customer by maximizing the DX Trinity. The result was a space where clients can move around freely, make themselves feel comfortable, order a free latte at the coffee bar, or log on to the Internet to get some work done.
The ARK also becomes an avenue for off-site productivity, encouraging creative tech ideas not just from its partners but from its customers as well. Still, within the space, there is very powerful technology that allows customers to save time, fulfill their usual routines, enjoy a more hassle-free banking experience, and interact with the space positively.
“We’re very delighted at how MDI and our partners have interpreted our vision and brought our ideas to life at The ARK,” Delgado explains. “Look around you and you’ll see that this is not just a bank anymore. It’s now become a ‘third space.”’
The way technology has evolved today, there really needs to be a strong synergy between technology, design, and brand aspirations. This DX Trinity has become the primary pillars for the game-changing work that MDI has been doing because, as Villanueva asserts, any DX journey will cease to make a difference if one of these three goes missing.