Raiffeisen Bank: Store-Concept App for a Faster Branch Experience
Branch store-concept app that reduced queues and automated FAQs
Raiffeisen branches were getting buried in questions that could answer themselves.
Raiffeisen Bank's branch staff were spending too much time answering routine information requests — things a well-designed kiosk could handle in 30 seconds.
The ask: a lightweight, kiosk-friendly app for in-branch tablets that guides customers to the right service, encourages digital self-service where appropriate, and shortens visible queue times — without ever feeling like a hostile redirect away from staff.
“Placeholder — replace with a real client quote. The kind of thing you wish every project would end with.”
The product, up close.
Map the top reasons people walk in, then shorten every path to resolution.
Started with rapid discovery — mapping the most frequent branch-visit reasons and the shortest paths to resolution for each. Designed kiosk-friendly UX with large tap targets, minimal text input, and clear choices in Bosnian and English.
Built a structured content system so FAQs and service information can be updated by branch staff without involving engineering. Kept patterns reusable across web and mobile so the experience stays consistent if customers continue digitally.
Shorter queues, less load on staff, higher perceived service quality.
Customers self-served common tasks and got routed to the right banker only when needed. Queue times dropped, staff stopped answering the same five questions all day, and the bank picked up a measurable lift in perceived service quality.
- Form factor
- In-branch tablet / kiosk app
- UX
- Large tap targets, minimal input, big-text choices
- Languages
- Bosnian + English with structured copy
- Content
- CMS-driven FAQs editable by branch staff
- Parity
- Patterns reusable across web/app for continuity
- Timeline
- 2019
What we shipped on this one.
Disciplines and capabilities BetaStudio brought to Raiffeisen Bank.
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