Most appointment systems are reactive. They wait for the client to raise their hand.

But modern banking is full of signals, and ignoring them is a missed opportunity.

The future of appointment design is proactive, not passive.

In most banks, the appointment experience is treated as a scheduling utility.
Pick a time. Pick a reason. Done.

But that mindset dramatically underestimates its power.

An appointment isn’t just a meeting.
It’s a contract of intent between the client and the bank.

Most banking experiences capture actions.
Very few capture intent. That’s the problem.

Intent isn’t a form field. It’s the foundation of meaningful service.

Banks obsess over customer journeys. Rightfully so.
But the teammate journey has been largely ignored — even though it has a direct, measurable impact on client satisfaction, branch performance, and operational cost.

AI gives designers a once-in-a-generation opportunity to elevate teammate experience by designing for emotional ergonomics.

The industry still talks about “channels.”
Clients don’t.

To a client, everything is one continuous experience. They expect the same clarity, context, and continuity whether they’re on their phone, in a branch, talking to a teammate, or responding to an AI-powered assistant.

Most AI conversations in banking focus on automation — reducing cost, shrinking headcount, accelerating back-office processing. But the real transformation is happening on the front line.

AI is giving teammates abilities that simply didn’t exist before.

For decades, branches have been built around transactions — deposits, withdrawals, transfers, paperwork. But digital has quietly eaten nearly every one of those tasks. What remains is the highest-value part of banking: relationships.

Branches have operating hours, operating procedures, and operating manuals — but no operating system for how people actually interact. Teams rely on talent, memory, and improvisation more than any structured, intelligence-driven foundation. And while digital banking has evolved with sophisticated platforms and orchestration layers, the physical branch still functions like an analog island.

In banking, clients don’t see “channels.” They just see moments — and those moments should feel effortless. The next evolution of experience design isn’t about adding more AI features. It’s about designing flow.

Branches are no longer static spaces. They’re living environments where client needs, team rhythms, and technology all shift throughout the day. Design has to adapt — not just visually, but behaviorally.

The future of banking starts behind the counter. AI-driven tools can empower bank employees by simplifying workflows, surfacing insights in real time, and freeing them to focus on what matters most—human connection. When design meets intelligence, even the smallest interactions can transform the entire customer experience.

Should you still be using outdated personas in your product design process? Absolutely not! With generative AI, hyper-personalization is not just possible but necessary. Traditional methods? Say goodbye to inefficiencies and hello to real-time, dynamic insights with synthetic personas. Want to know how Hot Pockets did it?

In recent weeks, the design community has been abuzz with the controversy surrounding Figma’s Make Design AI feature. This innovative tool, designed to streamline the creative process by generating design elements, has faced backlash after it was discovered to produce copycat designs. Figma has since disabled the feature, but the debate over its implications for the future of design continues to rage.

Should you be using Synthetic Personas in your product design process? Absolutely. Here's why:

• Traditional personas become outdated and static.

• Synthetic personas provide dynamic, real-time user insights.

• They integrate real user data and adapt continuously.

• Enhance decision-making across design and marketing.

By now, you are undoubtedly familiar with ChatGPT (ChatGPT Plus just introduced today). Mastering the art of writing effective prompts is an important skill for various applications, including app/web design, marketing campaigns, and design pitches.

Creating useful personas has been a popular practice in the design world for quite some time now. But, as with any popular practice, there are always some negative aspects that we need to be aware of.

What is it about this collaboration that drives such impressive results? It all comes down to three key factors: a shared understanding of the customer journey, the use of data and analytics, and effective governance structures.

Micro-interactions are a crucial aspect of design that often go overlooked, but they can have a big impact on the overall user experience. These small, often subtle interactions can make a big difference in how a product is perceived and used.

The evolution of design's influence on the way we think and how we launch products has created a major shift in how organizations work today. Digital tools have changed how teams work together and being in a single location is no longer required to build great digital products. Some businesses that adopt these new ways of working have seen historic growth, while others that don't may not see tomorrow. ☠️