Branch-to-App Handoff Study
How instructions given in branch or contact centre land when the customer continues in the app — QR slips, temporary passwords, and follow-up tasks.
Purpose
Many Malaysian banking journeys still begin with a human conversation. This study follows the paper slip, SMS, or verbal instruction into the app and records where the handoff breaks.
Method
We observe agreed branch or contact-centre scripts (with your permission), then complete the digital continuation on the customer’s side using test identities. Gaps in reference numbers, deep links, and time-limited codes are logged carefully.
Deliverable
A handoff map, sample artefact photos (sanitised), and recommendations that branch trainers and app owners can act on together.
Access needs
Introductions to branch or centre champions, sample artefacts, and clarity on which products are promoted for self-serve completion.