Katherine Coombs covers five touch points Lloyds Bank has with its consumers:
- Internet Banking
- Mobile Banking
- New Devices/convergence
She opens the lid on what it really means to touch any of the above from a design perspective, the challenges that we face with respect to technology, user adoption and acceptance, and from regulators. She also briefly talks about what competitors and non-competitors (eg non banks such as Yodlee, Paypal etc) are able to do and why and what that means for the bank.