How do we safely unmask whilst banking in Jamaica?

With the COVID 19 numbers increasing daily in Jamaica, new lock down measures have been implemented by our current government to help slow down the spread of this deadly virus. Just this week, I made sure to wear two masks before heading on the road to conduct some banking at Jamaica Money Market Brokers (JMMB - Haughton Terrace branch) and National Commercial Bank (NCB - Matilda’s Corner branch) in Kingston. It's fair to say both establishments pride themselves in taking the necessary precautions to ensure their customers are kept safe by following strict COVID 19 protocols such as wearing a mask; maintain social distancing and sanitize before entering their facilities. They also have queuing systems in place to manage the number of customers entering their bank at any given time. 

To be honest I felt relatively safe until I was asked by their security guards to remove my masks inside the bank to allow their CCTV to record my face (anti-crime measure). Of course my alarm bells went off, chiming at full volume because this one measure, although necessary to protect the bank and its customers from unwanted criminals, in my humble opinion compromises all the other COVID 19 safety protocols.

According to the World Health Organization (WHO), “aerosol transmission can occur in specific settings, particularly in indoor, crowded and inadequately ventilated spaces, where infected person(s) spend long periods of time with others…” (source). As most Jamaicans are aware, our face to face banking experience can at times be a very lengthy process, long enough for an infected customer unmasking to possibly transmit COVID 19 to anyone within these indoor spaces. Based on these two banking experiences I would like to share some key pain points identified at JMMB and NCB with their existing customer unmasking protocols:

PAIN POINTS IDENTIFIED

• All security personnel are potentially at risk of contracting the virus due regularly coming in close contact with customers unmasking (indoors) at a designated entrance/exit of the bank.
• All customers and bank employees are at risk of potentially contracting the virus via aerosol transmission due to the high volume of customers visiting these locations.
• No visible provisions have been put in place to facilitate a customer requiring face to face banking but uncomfortable with unmasking inside the bank.
• There are no clear signs or visuals to help the customer unmask safely.
• Customers do not understand how their faces are being recorded and stored i.e. facial recognition or CCTV.

Of course with greater scrutiny additional pain points can be identified but it's fair to say that most of these generic pain points are possibly common in other local banks and related businesses employing unmasking indoors) as an anti-crime measure. Here are some useful insights and initial idea(s) that could be explored by businesses to help minimise the spread of COVID 19:

INSIGHTS & INITIAL DESIGN IDEA(S)

• Conduct greater examination of all existing COVID 19 protocols to ensure they do not put both customers and staff at risk.
  
• Employ Design Thinking to better understand the pain points affecting all end-users; gain insights and co-design cost effective solution(s) to revamp existing or new COVID 19 protocols. 
  
• Design and construct (design for disassembly) an SAFE UNMASKING ZONE preferably at the front of the bank. The natural airflow outdoors will greatly reduce aerosol transmission especially if proper social distancing and the wearing of masks are adhered to by all end-users.
  
• Strategically place this design solution in front of an existing CCTV camera located on the outside of the bank or consider re-installing the designated artificial surveillance unit to said location.
  
• Create signage and clear visuals to help staff and customers effectively understand and use this SAFE UNMASKING ZONE.
  
• Provide adequate training to all security guards and related staff overseeing crowd control (queuing) especially for customers waiting to enter the bank.
  

As I freely share my DESIGN focused insights and possible initial design solution(s) with cyberspace, I am hopeful it will spark greater dialogue amongst Jamaica’s financial institutions trying their hardest to balance keeping their customers and staff safe whilst combating the criminal elements with robust security systems during a challenging pandemic. 

Until next time, please keep safe, innovate, collaborate and inspire.