Key elements of good member experience

first_imgSimplicity, Visibility and Empowerment are three of the key elements impacting member experience.Simplicity sits at the core. Your members likely refer to it as “easy to do business with”. Concepts of straight-through processing, frictionless experience, intuitive interface (UX) and real-time response rely on simplicity. By definition, simplicity forces an organization to be focused on what is absolutely needed to complete a member request. It questions everything else that we do that adds minimal value but is needed due to poor process design, audit requirements, technology or talent limitations.  It is perhaps the most difficult element to achieve as it requires examination of business practices, identification of “clutter” and envisioning a future state. Simplicity is not to be mistaken with a sleek user experience (UX) on mobile application or website. While clean UX absolutely impacts member experience, we need to think of simplicity in a more holistic way – member experience is defined as the cumulative effect and impression left on the member over time. That means everything they do with us, regardless of how and when, will leave an impression on them. So, the best way to deliver simplicity is to start with processes or transactions that have the highest volume, i.e. account opening, check deposit, commercial loans, mortgage refis, etc., and reengineer them to deliver a frictionless experience.  To reengineer effectively we need to put ourselves in the member’s shoes.Visibility will help maintain the trust that was built during the “sales” life cycle and reinforce expectations. Providing visual management tools to members that explain the process, and provides status updates keeps the member engaged. It also takes the burden off your talent to actively manage the process – receive incoming calls, escalate requests – while also removing opaqueness.  Let’s take a commercial loan process as an example. Typically, a longer than average process, requiring a significant amount of documentation from the member, followed by UW, development of committee presentation, review by committee and finally preparation of closing documents. Here is a way that visibility can be created for the member: At the term-sheet stage provide a simple visual graphic outlining the major milestones of the lending process, typical SLAs and what the member should provide in order to successfully close at their requested date. Provide status updates at the end of each milestone to demonstrate progress, building trust and confidence.  We can use that touch point to also remind the member of the next phase plus any additional information that may be required.   The more we keep the member in the loop, the more confident they will become with the expected outcomes and there will be less escalations by the lenders.Empowerment is about choice which by turn means providing various methods and options for the member to interact with you – the industry buzzword is Omni-Channel. The true essence of empowerment is allowing the member to do what they want, when they want, without necessarily involving anyone. Empowerment has a heavy reliance on simplicity – there is nothing more frustrating to a member that initiates an activity, but is unable to complete it because of inadequate system capabilities or poor process design. So while a team is working on simplifying and streamlining your core member-facing transactions, another can be focused on how to deliver those services using other platforms – mobile and website. Additional elements on the critical path to omni-channel success are:  Developing a sound strategy for authentication, and designing smart forms with clean UX (not allowing incomplete or inaccurate forms to be submitted by members).Every industry will have additional elements that define member experience; in the financial services sector protection (fiduciary responsibility, as well as personal data) will likely be critical, and in healthcare it may be accuracy of drug formulation (the medication shouldn’t adversely impact anyone). But at its very core for industries that are highly commoditized, with large transaction volumes – like brokerage, banking & insurance – a clear strategy around simplification, visibility, and empowerment will surely enhance member experience and differentiation. 1SHARESShareShareSharePrintMailGooglePinterestDiggRedditStumbleuponDeliciousBufferTumblr,Sheila Shaffie Sheila is the co-founder of ProcessArc, a consulting and training company focused on client experience and transformation.  Her company is a trusted partner of financial institutions globally including: CUNA Mutual … Web: Detailslast_img read more

BLOG: Governor Wolf’s Message on Memorial Day (VIDEO)

first_imgThe fundamental rights of life, liberty, and the pursuit of happiness have been courageously protected by millions of Americans willing to give their lives so that others may be free.On the 148th observance of Memorial Day – once known as Decoration Day – we ask that Americans pause to give thanks for the brave men and women who died to preserve our freedom.More than 70,000 Americans from the Commonwealth of Pennsylvania have given the last full measure of devotion for this country since it first proclaimed itself an independent nation in 1776.Many of these patriots are interred with comrades in hallowed memorial grounds in America, Europe, and the Pacific. They lie in simple country plots, urban memorial parks, unmarked graves, and among friends and family.On Memorial Day, and every day, we thank them for their sacrifice and acknowledge our eternal debt to them. We pray that the devotion to patriotism and citizenship they displayed through service to this country will never be forgotten. Through their deeds, we have learned to appreciate the freedoms that are the legacy of their sacrifice.A new generation of men and women in uniform have faced, and continue to face, their own “great task remaining before us,” on the city streets and desert sands of Iraq and in the mountains of Afghanistan. The proud contingent who today wears America’s uniform is tied to all other veterans by the same ethic of service in the name of freedom.Today we gather to demonstrate our unity, remember our losses, and ask that all citizens of the commonwealth recognize our unwavering commitment to a future filled with opportunity, justice, and hope for all people.Today, I urge all Pennsylvanians to join with others across the United States to demonstrate our gratitude as we reflect on those who made the ultimate sacrifice to defend our freedom. Like Governor Tom Wolf on Facebook: BLOG: Governor Wolf’s Message on Memorial Day (VIDEO) By: Governor Tom Wolf May 30, 2016 The Blog,  Videos SHARE Email Facebook Twitterlast_img read more

Lady Cardinals Soar Past Lady Eagles

first_imgWe were victorious tonight at home against Jac-Cen-Del in two, 25-9, 25-19.STL scoring leaders were Alexa Miles with 14/17, 13 pts, 10 aces. Kayla Meyer also contributed 7 points. She was 8/9 with 6 aces.Our last regular season game is this Thursday.Courtesy of Cardinals Coach Julie Laudick.last_img

Street Sign Impales Corvette on I-95 in Broward

first_imgA multi-vehicle crash on I-95 in Broward County sent a street sign flying into a Corvette and a woman to the hospital earlier this week.According to the Florida Highway Patrol, the crash occurred around 3:30 p.m. Tuesday, as the driver of the Corvette was going north and approaching the Pembroke Road exit in Hallandale Beach.The driver, who identified himself only as Malcolm,” says, “I didn’t even see it. It just happened really fast. When I was coming onto the interstate, the sign went airborne. I guess it was already airborne. I didn’t even know.”Investigators believe the sign, which warns drivers to merge, instead ended up as debris on the highway at some point before the crash. When another car hit the sign, it flew up and sliced through the back windshield of the Corvette, before landing on the back seat.At least four vehicles were involved in the crash, officials say.The driver of an SUV involved in the incident was taken to Memorial Regional Hospital in Hollywood for examination due to shaken nerves from the crash.last_img read more