Community Financial Credit Union's (CFCU) use of Augmented Reality (AR)

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Community Financial Credit Union (CFCU), known for its customer-centered approach and innovative practices, recently embarked on an ambitious project to transform its lobby experience using Augmented Reality (AR). The goal was to create an engaging, interactive environment for customers during their waiting time, aligning with CFCU's commitment to leveraging cutting-edge technology for enhanced customer satisfaction.

The Story of Community Financial

Challenge:

The primary challenge CFCU faced was enhancing the lobby waiting experience. Traditional waiting areas often led to passive and unengaged customers. CFCU recognized the need to revolutionize this experience, making it interactive and enjoyable, thus setting a new standard in customer engagement within the banking sector.

Solution: The AR Mural Experience:

To address this challenge, CFCU introduced an innovative AR mural in their lobby.

Technical Setup: The AR experience was facilitated through strategically placed signs and ground vinyl in the lobby, guiding customers on how to access the AR features.

Artistic Design: The AR environment was designed with vibrant 3D shapes and objects, creating an immersive and visually stimulating experience. This design choice not only captured the attention of customers but also provided a playful and dynamic way to interact with the space.

User Interaction: The interaction process was streamlined and user-friendly:

- Customers scanned a QR code, which launched the experience via Instagram.

- A prompt instructed users to 'tap to place' the AR experience on the ground.

Once activated, customers could walk around and explore the 3D environment.

Interactive elements like a lava lamp, color wheel, horse, and tree were included, which customers could click on to trigger animations.

Implementation Strategy:

CFCU's implementation strategy focused on ease of use and accessibility. The decision to forgo face/person tracking and external links ensured a seamless and self-contained experience. Staff members were trained to assist customers in navigating the AR features, ensuring everyone could enjoy the interactive mural.

Results and Impact:

The AR mural significantly enhanced the customer experience in the CFCU lobby. Customers reported higher satisfaction levels during their wait times, with many engaging repeatedly with the interactive features. The initiative also positioned CFCU as a leader in innovative customer engagement strategies within the financial sector.

Conclusion:

The introduction of the AR mural in CFCU's lobby exemplifies the credit union's dedication to customer engagement and technological innovation. By transforming the waiting experience from passive to interactive, CFCU has not only enhanced customer satisfaction but also set a new standard in leveraging technology for enriching the customer experience.