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Read each other's posts and "like" at least 1 other post by tapping on the "heart" icon (bottom left)

Read each other's posts and leave a question/comment on at least 1 other post (bottom right)

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HMW allow customers to switch on insights on their carbon footprint based on data with us?

HMW prompt customers to reduce emissions with actionable options such as spare-change to plant trees,  or micro donations to selected causes?

HMW be transparent and show aggregate impact from user and all participants in the program, and get scale?

HMW enable DBS digibank to be the sustainable choice?

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HMW increase the awareness among senior citizens to be able to recognise fraudsters?

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Target User: Seniors who are less digitally savvy

Issue: Restricted access to branches during circuit breaker for banking needs and remittances

Context: Seniors who are less tech savvy find it difficult to get about their banking needs during period of movement restriction.

How did you find out:  Increase in the number of calls to the customer centers

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HMW increase the engagement with Senior Citizens through direct outreach (e.g. - booths at wet markets, easy to follow videos and materials)?

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HMW provide simple guidelines to family members who would be able to help the seniors in their family?

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HMW provide access to the call centre/virtual RM for elderly assistance?

HMW embed 'how to' videos with similar profile protagonists which also include safety/security tips for senior customers?

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Target User: Senior Citizens in Singapore

Issue: Difficulties in using apps. Not knowing where, or how to start

Context: Transactions

How did you find out: Parents, and In-Laws

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Target User: Senior citizens who're likely to get targeted for scams

Issue: Not able to figure genuine or fraud over telephony

Context: People share their cards details over a phone and get scammed

How did you find out: Recent cases of customers getting cheated thru fraudsters

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Target User: People who care about sustainability

Issue: What changes can I make to help the environment?

Context: Minimum contributions and how to scale

How did you find out: Be Better Initiative

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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 digital confidence does the group want to address?

Define the context:

product / channel / interaction

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Target User: Senior Citizens, users who are not comfortable with digital transactions

Issue: Inability to navigate on their own. Mental barrier: unsure of security of digital transactions and fear that they might make a mistake

Context: Need hand holding, assisted model. Assurance of security (education on do's and don'ts)

How did you find out: Experience with customers, family members

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I'm Prithika, and I will be your facilitator for today's breakout session :)

AGENDA FOR DAY 2:

1. Refresh capabilities of the PADLET tool — 11:45 - 11:50 PM

2. Recap on the challenges; share & discuss — 11:50 - 12:00 PM

3. Topic: Digital Confidence — 12:00 - 12:20 PM

Define and brainstorm - for whom, what is the issue, what is the context, how might we...

4. Share and Discuss - 12:20 - 12:30 PM

5.  Wrap Up at 12:30 PM — Thank You!