Katherine Coombs - Bank Experience Touch Points

Katherine Coombs covers five touch points Lloyds Bank has with its consumers:

- Internet Banking

- Mobile Banking

- New Devices/convergence

- ATMs

- Cards

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.

Katherine Coombs is responsible for Innovation and Research for Lloyds TSB, the UK's largest retail bank, and is based in London, UK. Although banking is often seen as a staid industry, there are countless exciting opportunities to explore, including digital money, device convergence, Web 2.0 initiatives, customer experience/usability and mash-ups.

Prior to joining Lloyds TSB, Katherine was a consultant with Avanade, implementing bleeding-edge technology solutions into organisations across the globe. Although now living in London, Katherine originates from Canberra, Australia. Yes, you may have to Google that one.