本论文主要研究在进行新时代人工智能大浪潮中的银行业转型问题，即如何通过体验设计与心理学因素的结合，促使银行适应智能新时代，实现合理快速的智慧转型。并希望在此基础上能够通过研究提出可参考性体验设计框架或新思路，同时反思人工智能时代中人与智能化机器的关系。本次研究以一家银行为例，在研究中先是进行大量的文献期刊查阅，然后主要采用定量和定性研究，通过实地考察、双向调研、角色代入以及网上问卷调研的方式了解银行现状和现有问题，收集客户及银行工作人员的痛点及需求；总结调研和洞察，进行服务流程的构建，提出各触点体验提升设计方案，形成整体服务流程体验提升方案；最后通过模型制作、情景模拟实现等方法进行可用性测试，进行迭代，并通过BSQ（Bank Service Quality）和NPS（Net Promoter Score）进行整体评价评估。

This study mainly focuses on the issue of bank transformation in the wave of artificial intelligence in the new era, that is how to combine the experience design with the psychological factors to prompt banks to adapt to a new era of intelligence and achieve reasonable and rapid wisdom transformation. And hope that based on this, we can put forward a referable experience design framework or new ideas through research, and at the same time rethink the relationship between humans and intelligent machines in the era of artificial intelligence. This study uses a bank as an example. In the research, a large number of literature periodicals were first reviewed. Quantitative and qualitative research was then mainly used to understand the status quo and existing problems of the bank through field visits, two-way investigations, role substitution, and online questionnaire surveys. Collect the pain points and needs of customers and bank staff; Summarize investigations and insights, construct service processes, propose design plans for each contact experience improvement, form an overall service process experience improvement plan, and finally implement methods such as model making and scenario simulation. It conducts usability tests, iterates, and conducts overall evaluations through BSQ (Bank Service Quality) and NPS (Net Promoter Score).