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On May 22, 2013 students from the University of Mannheim presented the results of their Design Thinking Project on “Future Retail Banking Experience” in a workshop at Deutsche Bank.

The workshop is part of a of the Master course Banking Enterprise Systems that is offered starting from spring semester 2013 to students enrolled in the Business Administration (Mannheim Master in Management) and Business Informatics programs of the University of Mannheim. The course consists of two parts. In the first part, the students learn the basic concepts and characteristics of retail banking and get insights into key processes and how packaged software in the form of SAP Banking Services 8.0 can help to streamline these processes. In the second part of the course students are working in groups on a design thinking project in order to propose innovative solutions for current challenges in the banking industry. This semester the goal was to design the “future retail banking experience” for the banking channels online and branch, following a design thinking approach.

The best two student teams were invited to present their team results at the Deutsche Bank headquarters in Frankfurt. The two winning groups focused on the branch and how innovations could on the one hand help employees and advisors to optimize their work processes and practices and on the other hand improve the overall customer experience. Examples for potential innovations presented by the students were the usage of intelligent customer terminals and tablets for enhancing account opening and advisory processes in order to reduce waiting time and overall customer service through individualized customer approaches. Other suggestions target at improved advisory processes with help of integrated front-end applications using centralized customer information and voice recognition.

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Background on the “Banking Enterprise Systems Curriculum” pilot project

The course mentioned above is part of the “Banking Enterprise Systems Curriculum” pilot project between the University of Mannheim (Chair of Information Systems IV of Prof. Dr. A. Mädche), the consulting company b2tec and the UCC Munich that started mid of 2012. The curriculum will be available in the community starting from winter semester 2013.

If you want to get more information about the curriculum project please visit: http://www.banking-enterprise-systems.org

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