Context and Challenge
PrivatBank, the largest commercial bank in Ukraine, wanted to reimagine their branches to respond to evolving consumer preferences during the pandemic.
The goal was to create a new service model where PrivatBank could seamlessly connect customers with their digital banking services
Approach
Mastercard developed detailed personas and agile service attribution to ensure branch experiences and financial products were aligned with PrivatBank's customers’ needs and expectations.
Virtual reality was then used to design a digital-first retail banking experience with PrivatBank’s customers at the center.
Solution
PrivatBank opened a 2,500 square-foot fully digital branch located in downtown Kyiv and the first of its kind in Ukraine. Key features include:
- Digital screens, multi-touch bars and self-service kiosks provide access to the latest banking solutions.
- Biometric technologies are integrated to identify the customer upon entering the branch.
