User Experience Research of Queuing System based in Chinese Smart Bank Branches

Abstract

With the development of Internet finance, customer behavior and consumption habits have transformed and brought new challenges to commercial banks' traditional branches in China. Bank branches face the pressure of rising operating costs, declining profits, and being gradually replaced by online services. Under the smart economic trend, bank branches are facing significant transforming and upgrading. Branches will gradually transform their roles from traditional business transaction centers to product marketing and customer experience centers. The intelligent upgrading and transformation of branches play an essential role in accelerating the process. In this paper, our research focuses on user experience in the smart branch and adjust with the smart society development trend. We study smart diversions' pre-processing at smart branches, establish smart queuing models, and mobile appointment systems to control the queue. We compare the smart model with the traditional under the bank's virtual simulation system. Use customer waiting time for service and employee work intensity as essential indicators of the queuing model. The simulation results show that the branch uses intelligent distribution is much more efficient than the traditional one. Customer experience and service efficiency are greatly improved.