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February 20, 2004

Self Service isn't technology

Self-service is not about technology. This is a paradigm shift in how we think about technology acceptance.

When customers visited their local bank in 1970 to make a deposit, they would take their money to the teller, who wold complete the deposit form, and hand back to the customer for signature. In the 80's banks' put the deposit slips into the customer area, and began to encourage customers to complete the form themselves.

This was the origin of self-service. Today, banks do not train customers in use of computers: that would be like teaching customers to wrtie write before we ask them to self prepare the deposit slips in the 80's.

February 20, 2004 at 12:39 PM in @ My Views @, Financial Services | Permalink | TrackBack (14) | Top of page | Blog Home