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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

Transparent - Unexplained switch between Digital Token and SMS Tokens when making a high risk transaction - is security things compromised?

Reliability of Data provided via our Channels - iB mutual funds tracking - info not accurate, have to check on other websites (bloomberg) instead

Clarity on disruption to operations  - cheque drop-off at branch closed - difficult to find info about which branches are still open/what services are available

How do you know this? Can it be measured? Please describe:

Feedback from customers in my close group

Personal Experience as a Customer

What might you propose to address this?

SMS blast for communication related to non banking but imp to customers

Strengthen our Tech Stack to provide real time data Eg: MF Price / Trend

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

txn such as MP3 or overseas transactions details are not displayed to customers to understand

How do you know this? Can it be measured? Please describe:

through feedback from cctr

What might you propose to address this?

more details to be provided in their statement/ txn page

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

account balance details: need to not showing the full details which customer can understand

Services are not easy for customer to search and use

How do you know this? Can it be measured? Please describe:

From 5 star feedback

CCTR and branches feedback

What might you propose to address this?

revamp

mindset change

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In what ways are your products / channels / interactions (digital or physical) eroding trust from the customer?
(Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

Competent - technical issue related to app stability, speed, and performance

Transparent - hard to report problems, and can't get enough assurance that it is being taken care of right away

Credible - who is digibank? will digibank stays in Indonesia for long?

How do you know this? Can it be measured? Please describe:

App Reviews - can be measured

Feedback in Social Media - qualitative

CE survey/Brand survey - both qualitative & quant

What might you propose to address this?

Keep focusing in improving performance, since more competitions are coming into the space

Establish capacity and channels for outgoing contact to update customers report status (calls, message)

Assurance on the credibility of digibank

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T&C which really matter the most (financially) are the ones customer will be interested in. Separate it out and show. Rest of the standard blah blah can follow in subsequent sections

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For whom?

The issue?

Context?
product / channel / interaction

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For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

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Transaction simulation, posted pre login with indication whether the transaction input fulfil the condition and what will be the charge with some "tips".

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Currently TnC looks like a "legal docs". We can make it a more customer centric by showing "step by step" way to fulfil the condition

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- Keep it short & Precise
- highlight changes
- less wordy
- speaking customer - --language & think from their perspective

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Product design - set an ambitious KPI or limit to the number of conditions designed into every product. Once it goes past that limit, should go back to drawing board.

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Plain english, friendly, clear language T&C's. Take Revolut and other fintechs as examples. They write as if they're explaining to a friend. We write like lawyers.

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For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?
Customers reporting on issue
The issue?
They don't what happened to their issue, whether it is being taken care of and what to expect
Context?
interaction

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For whom?
elderly
The issue?
transaction description - how can it be easier for user to understand
Context?
product / channel / interaction
on iB/mb

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For whom?
Retail customers
The issue?
Clarity on fees and charges, conditions of products - customers are often unclear on what are the conditions, e.g. minimum balance, fees for exchanging currency overseas etc. Our products have a lot of T&C's and conditions which make it confusing for the customer.
Context?
IB / MB platform

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For whom?
Retail Customers
The issue?
Clarity on charges, Reliability of Information provided
Context?
Digital Channels, enable customers make informed decision when it comes to investment and charge related transactions

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For whom?
Banking customers
The issue?
ease of retrieving updated balance / portfolio info
Context?
Via iB / app platform
Guided conversation via chatbot

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For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
How might we…

… while being fair, reliable, & understanding of our customers

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For whom?

Define the target user group for whom you want to make a difference

Define the issue:

What about PPP does the group want to address?

Define the context:

product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
For whom?

The issue?

Context?
product / channel / interaction

# data[].attributes.body
How might we…

make our T&C (fees, charges, conditions of products) clearer for our retail customers

… while being reliable, & understanding of our customers

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For whom?

Define the target user group for whom you want to make a difference

Define the issue:

What about transparency does the group want to address?

Define the context:

product / channel / interaction

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I'm VENUS, your facilitator for today's breakout session :)

What we'll be covering:

1. Orientation to PADLET web tool — 5 mins - https://padlet.com/venusteo/n140lqubmgp90bsg

2. Recap on the challenges; share & discuss — 5 mins

3. TOPIC 1  — 15 mins

Define

Brainstorm

Share / discuss / vote along the way

4. TOPIC 2 — 15 mins

Define

Brainstorm

Share / discuss / vote along the way

5. WRAP UP BY 1240 PM — Thank You!