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1) Personalised presentation

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3) Real time live chat with screen sharing & voice to guide new users.

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1) Simple voice commands for key services such as fund transfers.

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- functionality to read the text on screen or when mouseover to help

magnifying widget to help make portion os screen larger for easier readability

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Giving relevant context when educating the customers according to their specific demographic e.g age, gender, employment to ease the knowledge absorbtion
If eldery, the video should be visualized the eldery, along with adjusted tone of communication

Having brand ambassador for digital to educate customer.

Leverage the app to not only useful for financial but also for non e.g. reminding the medical, school fee due date, etc.

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Whom : the "extrovert prime users"

Issue : complaints about app stability and slowness.  especially for the main transaction (dashboard and money transfer)

Context : if we cannot fulfill the hygiene / basic transaction, we cannot give them confidence towards other products that we have or we will launch in the future

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Define the issue:

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-widget personal customization
-optional templates
- customer complaints / issues tracking in

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- welcome tutorial (show the different navigation available, swipe, etc)

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have a central "knowledge community" consists of "people like you" that can help you out

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1) Personalised presentation

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Having digital brand ambassador which can assist the customer to learn the digital channel.

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For:  All Customers.

Issue: Ease of accesibality of assistance

Context: App

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For the elderly/visually impaired.
Define the issue: Most of the time, the display font and etc on our digital channel (MB/IB) are very small. Hard to read.
Can see that customer struggle to read the content on the screens.
OR our display and alignment on screen goes for a toss when customer uses 'non-default' setting, e.g. very large font size setting on the phone

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For Our loan customers

Issues: not aware of the rate being charged, how the installment is split

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For: All customers, investor or non, young and old (our existing wealthy customers)
The issue: Easiness. At par with non bank service/ app. Simple & understandable. Up to date in term of data, info, and offering. Adopting the offline service convenience
Context: All, I think. It should be in the product, channle, and interaction. Cohesiveness

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Define the issue:

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Define the issue: I was charged a custodian fee for my foreign share holding in my Wealth accounts //Hide things in T&C

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Define the issue: There is quite an increase in number of complains on the reliability (can't see LOGIN) and stability (if too much app CRASH) on our digibank app

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Define the issue: Fee is not clear to customers //interest rate

All our customers with relevant products

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Define the issue: We do a "sweep" of error messages and customize the message according to the right errors

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Define the issue: Transaction failed without reason and notice actively

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Define the issue:

ID - Broken on-boarding issue continued to impact for over 2 years. Customer will loose trust if we can't fix those issues quickly when reported by customer.

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Define the issue: Not very customer friendly in some engagements. e.g. opening/linking of Vickers, CPF, CDP accounts

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1) Simple voice commands for key services such as fund transfers.

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Whom: New investors
Issue: Ease of use & transparency
Context: Low digital penetration & take up.

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How might we…help the next wave of internet users to have better payment/transactional experiences on our mobile and internet banking platforms

… 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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Define the issue:
Centralized update and leverage the function of CRM

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How might we…

… 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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elderly people who are not digital savvy

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issue:
Digital terms that are not undersatndable by senior people

Suggestions:
1) contextual subject customers along their journeys when they encounter hiccups