NH Bank
Banking
Digital Banking Device
Client
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NH Bank
Role
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Lead Designer
Collaboration
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UX Research team, Engineering teams, PM & Client teams
[ Outcome ]
The system launched across NH Bank's branch network in a phased rollout, bringing together a video-consultation physical device, a counselor CRM, and admin consoles into a single coordinated platform built from the ground up. Building each device on its own design system allowed the team to work around very different hardware constraints without compromising brand consistency, and WCAG 2.1 AA–compliant tokens ensured the service worked for NH Bank's largely older, in-branch customer base. The system entered phased rollout within two months of design completion.
A System Designed Across Four Devices
The NH Bank Digital Desk project wasn't a single screen. It was a coordinated platform spanning four separate touchpoints: a large-format Digital Desk for video consultations, a compact Concierge kiosk for service entry, a CRM for counselors managing sessions in real time, and an Admin Dashboard for branch operations. This case study focuses on the Digital Desk, a device most users had never encountered before, and the design thinking behind making it feel approachable and easy to use from the moment someone sat down in front of it.
Designing for Users Who Don't Expect a Screen
The Digital Desk was introduced to reduce wait times in busy branches. Instead of standing in line for a face-to-face appointment, customers can sit down at a Digital Desk and connect with a counselor through a live video session to complete the same banking tasks.
Most branch visitors were customers in their 40s to 50s and older, and the Digital Desk itself is still an uncommon physical device in Korea. Accessibility had to be built in from the start. I built WCAG 2.1 AA compliant color tokens based on the visual limitations of this user base, and designed an intuitive interface and motion guide so users could easily locate device functions while moving through the service process.
Guiding Users Through an Unfamiliar Device
Through extensive internal discussions and close collaboration across teams, we developed a usage guide to help bank customers complete their transactions smoothly on an unfamiliar device. The guidance was built with illustrations rendered as close to the real hardware as possible, combined with motion elements for actions like card insertion and biometric authentication, so users could quickly locate the right component and understand what was expected of them before performing each action.
Testing on Real Hardware, in Real Conditions
The Digital Desk's display had lower graphic output specs than a standard monitor. Colors appeared washed out and skewed green, which meant the brand's primary blue looked noticeably off on the actual device. To address this, I visited the project office provided by NH Bank and worked on-site with the engineering team and PMs, updating color token values in real time and checking the output directly on the device until the brand blue matched as closely as possible.