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Link: https://padlet.com/victoriakoo1/day1

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text based screens, relook into how screens and interactions are designed.

i feel don norman's thoughts were quite a wake up call for me as well.

https://www.fastcompany.com/3053406/how-apple-is-giving-design-a-bad-name?fireglass_rsn=true

https://www.fastcompany.com/90338379/i-wrote-the-book-on-user-friendly-design-what-i-see-today-horrifies-me

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outgoing funds: -
letting customers know, in layman's terms, which stage of fund transfer is the payment at. e.g. checking bank codes, pending regulatory clearances, etc.

incoming funds: -
[wah. i dunno man]

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Solution suggestions:

Implement status tracker capability as extensive as possible
Where technically not capable - we should never tell customer "we have sent the funds out it's somewhere in the middle and please check payee accout x days later" (this is standard script)
Take extra steps and locate the funds for customer to show we actually care

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Intergrate with Whatspp for payment confirmation if possible as many SMEs use

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For whom?
Retierees

issue?:
Less digital savvy so they rely a lot on RM / branch. Yet RM are usually not accessable enough. They spend a lot of time trying to reach out to RM or waiting at branch for financial needs

Context:
Simple of mode of app so seniors can pick up self service more easily and rely less on RM
Design for seniors should also be considered - today the persona when designing are usually focusing on mid age range and digital savvy group of ppl
RM culture should also be manage - they need to understand their assistance to customer is 1st line of impression that customer feels they can trust us

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For whom?
retirees
issue?:
scared of pressing wrong buttons because they have no idea what the buttons stand for.
Context:
most of our apps today are icon based, or designed with supposedly intuitive movement based but these are not "intuitive" to the older generation who started off with non gesture based phones or cannot guess what buttons are

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For whom?
Retirees
issue?:
Manage, claim, or get services from Insurance company
Context:
After paid up all insurance, all policy is all over the place

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For whom?
Retirees
issue?:
Hard to manage monthly cashflow for expenses
Context:
Managing income stream that coming from several sources which might not come in at the same date like Salary

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For whom?
Retirees

issue?:
Many are not English educated and need digital platforms to be in their native language (solution is to provide such languages, at least for some services commonly used by seniors)

Context:
Closure of branch during Covid compels seniors to use digital methods for their banking needs

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For whom?
SMEs
issue?:
Staff Benefits
Context:
Insurance, payroll, etc. start to get more complex

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For whom?
SMEs
issue?:
invoices  - when and if they have been paid.
Context:
not knowing if their suppliers have received the payments already or not, and not knowing if their customers have already paid them, or are the payments still being processed. need to know where is the money now, especially for cross border transfers which are not instant.

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For whom?
SME

Issue?
IBG RM are pitching services to potential clients at a high levelly, a lot of them do not process adequent financial knowledge to evaluate what is needed for their business minimally

Context:
IBG payments / RAPID pitching to merchants that do not require such level

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For whom?
SMEs
issue?:
Business Credit Card
Context:

(good example: https://www.brex.com/product/corporate-credit-card/ecommerce/)

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For whom?
SMEs
issue?:
Complexity of financial products, lack of understanding

Context:
SME owners / entrepreneurs need support and guidance in managing business wealth

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For whom?
SMEs
issue?:
Managing personal and business finance
Context:
Often the expenses and income are mixing.

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Solution suggestions:

Build a tracking solution similar to what ecommerce or food delivery platforms do which is tell customers where the specific item is in its journey. So in this case, the stages could be
Money transfer initiated by sender (with expected date of receipt)
Money now with sender's bank (abc)
Money sent by abc bank on ____
Money received by client's bank (xyz)

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We can use blockchain to give clarity of the payment status. Like those shipping company (ex. FEDEX)

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For whom?
SMEs
issue?:
Inability to repay loan during pandemic and require loan moratoriums for a period of time. Need transparency to know criteria of qualifying for such moratoriums, and the repercussions (eg: what's the interest calculation during moratorium)
Context:
Poor business volumes due to COVID especially during lockdown.

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How might we…

CREATE GREATER INCLUSIVE SERVICES FOR RETIREES SO THAT THEY CAN MANAGE THEIR FINANCES WITH EASE?

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

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For whom?

Define ONE target user group for whom you want to make a difference
Retirees
Define the issue:

What about digital confidence does the group want to address?

Define the context:

product / channel / interaction

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TRANSPARENCY (Select 1 to focus on as a group)

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TRANSPARENCY (Select 1 to focus on as a group)

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How might we…

CREATE ASSURANCE FOR SME CUSTOMERS (PROCESS), WHEN A PAYMENT IS MADE TO THEM

… while being reliable, & understanding of our customers

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For whom?

Define ONE target user group for whom you want to make a difference
SMEs
Define the issue:

What about transparency does the group want to address?

Define the context:

product / channel / interaction

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

What we'll be covering:

1. Orientation to PADLET web tool — 5 mins

2. Recap on the challenges; share & discuss — 5 mins
(Transparency | Digital Confidence )

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 12.25 PM — Thank You!