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The biggest barriers to redemption were platform issues (cumbersome UX, lack of support) and redemption issues (not accessible for elderly people, overly complex).

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Activity no longer available to be booked on Klook despite being advertised

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Legend
- Green: Positive
- White: Process is complicated
- Blue: Platform (etc Klook) related

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Activity Part 2:

A. Sort the 'cards' (post it notes) into groups (themes)
B. Label the groups (what is the theme? can you describe it)
C. Review identified themes (e.g. split themes further into sub-groups
D. Look through the diagram, write a concluding paragraph describing (answering your research question)

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Happy and no complaints. Even helped parents.

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Redemption method is not suitable for those who are non digital savvy or without digital access

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Lack of support from Klook (partner)

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Activity Part 1: Start coding anything interesting.

For now, don’t be concerned about similarity or groupings;

Just put everything on the board

Bottom right hand corner has a plus sign for you to add the post it notes

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Not user-friendly, with too many steps, and too many instructions. Unsuccessful when inputting the code.

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Platform requires a revamp

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Redemption website is not accessible by visually handicapped (unable to convert using screenreader softwares)

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need to book via 3rd party web and rebook again if want to go. (eg: USS)

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Redemption process is tedious

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Redemption process is complex

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Redemption is complex.
Especially for i) multiple family members and ii) elderly or senior citizens

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Process is tedious and not user-friendly

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Process is a pain, especially for old folks

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Terrible user/customer experience

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Process is aggravating, not worth the value.

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Redemption process is frustrating and unsure if redemption was valid

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Frustrating process for seniors who are not internet savvy

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computer/app system too complex

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Platform not user friendly .

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Difficult redemption process

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Top service servants refuse to further improve procedures

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Elderly may not know how to redeem

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Process or platform requires guidance

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Redemption method is not accessible for all or not user-friendly.