# data[].attributes.body
Your country / team / role
Singapore / CE

What's on your desk?
Work!!!

# data[].attributes.body
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)

Build quality issue. Things get broken easily. Functionality is not working as expected that is impacting customer needs.

Quality of the user interface. It takes many iterations to fix and test. However, the final outcome is still not as per expectation. User experience gets impacted.

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

from internal testing and issue reported by customer. Measured by the number of issues reported

What might you propose to address this?

impact assessment has to be done thoroughly to ensure existing functionalities are not impacted

continuous regression testing. We have this in place today,  however it does not run smoothly today due to so many environment issues factor.

Enhance stability of testing environment to facilitate our testing to achieve a better quality

User interface - closer collaboration between tech team and ux designer. More communication needed.

# data[].attributes.body
SG / Product delivery team/ product delivery lead for intel banking initiative

What's on your desk?
testing devices

# data[].attributes.body
Regional/Intelligent Bank/team lead

Mask that I'm supposed to be wearing.   Don't tell Sook

# data[].attributes.body
Your country / team / role

What's on your desk?

# data[].attributes.body
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)

Unfortunately competitors have eroded investment trade transaction fees to very low levels, but DBS still charges high fees.  This is unfortunate because if we match, it will destroy one of our main revenue sources

Treasures RMs don't really have better advice than doing things yourself.  They are just rushing around and pushing the few products they understand to see who buys.  It feels a bit like the paypal scam emails, just seeing who clicks.  If you have a lot of questions, the RM has to move on because it's not worth their time to convince you if you doubt the product and have questions of whether it's a good idea.  So...only buyers are the suckers who just buy

Maximum concurrent users caps, followed by throttling through a waiting room (e.g., too many users means you have to wait until someone logs off before you can log in).  "I can't trade at peak times and I get frustrated!"

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

A table showing trade fees for all the top investment account options (banks and non-banks, like new entrant Ameritrade in Sg) in each of our markets

Divide customers by groups (how many times they bought a product, spoke to RM) and survey with questions relevant to their group (did your RM propose a relevant trade?  Did you understand the recommendation and believe it was valid, if you had questions were they answered or did RM run away?)

How many times, how many people have to hit waiting room.  For customers who hit the waiting room, what % of their logins where throttled

What might you propose to address this?

The trade has to have value.  Is DBS giving you anything more than just completing the trade?

Divide customers by behaviour (using data, such as frequency of trade, type of products used) and link customers to RMs who are most suited to their style, rather than everyone gets the same thing

When can DBS use cloud to be able to scale our capacity to handle peaks without carrying the full infra cost for day-to-day non-peak times (which is most of the time)?

# data[].attributes.body
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)

system is not stable that have different production issues when digibank launched, such as cannot register,  balance is not correct.

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

We knew it when call centre raised ticket to us

What might you propose to address this?

Find out root cause to prevent similar situation and explain properly to customers

# data[].attributes.body
Writer's block? Lost your train of thought?
Click on the image to the left for inspiration! :p

# data[].attributes.body
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)

personal example: Unable to trade on my mobile app recently during trading hours - perception of poor reliability

Transparency of resolution - expertise in the person doing the work . Not just get a person , the person do not do the work, he must have the expertise or be guided and given time to learn

Turnaround time of a promise

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

Knew when i tried to trade, yes can be measured. System capability to tell me once i login and not when am about to trade

Turnaround can be measured if the workflow is common and used by everyone in the bank and it will have reminder and back up capability is basic feature so someone can follow up even if is just a courtesy of call

What might you propose to address this?

our technology , responsive dynamic - no need release or too much manual work

Business perception of what customer want when putting up initiatives

Maybe the senior should stop thinking giving people resolve the issue

End to end workflow by everyone in the value chain

# data[].attributes.body
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)

Are we reliable? - connection stability of our digital assets while customers are trying to complete an online transaction

Are we fair? - difficult to connect to anyone for help. Online error messages not giving me clear directions on what to do

Do we really understand our customers? - at times, we failed to demonstrate empathy in our interactions with customers

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

% of downtime?

error message incidents? customers' online footprint?

customers call or complaint

What might you propose to address this?

clear visibility, established drivers for monitoring

clear ownership and follow up actions

# data[].attributes.body
In what ways are your products / channels / interactions eroding trust from the customer? (digitally and/or physically)

How do you know this? Can it be measured?

What might you propose to address this?

# data[].attributes.body
I'm Ed, your facilitator for today's breakout session :)

What we'll be covering:

1. Orientation to PADLET web tool — 5 mins

2. Introduction — 5 mins

3. Recap of TRUST + examples from DBS — 5 mins

4. REFLECTION — 15 mins

In what ways are your products / channels / interactions eroding trust from the customer? (digitally and/or physically)

How do you know this? Can it be measured?

What might you propose to address this?

5. SHARE & DISCUSS — 10 mins

6. WRAP UP BY 5PM — see you tomorrow at 10 am!

# data[].attributes.body
SG/ Delivery / A bit of something within delivery:)

My monitor and my drink

# data[].attributes.body
ED - CBG Digital UX Design

A mug that says keep calm and carry on! - 9 years and not broken