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How might we help less tech savvy users gain confidence in using digital banking to help them feel more inclusive?

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How might we help less tech savvy users gain confidence in using digital banking to help them feel more inclusive?

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By Conducting workshops with a small group of people…and in a community setting they are comfortable in. Slow down the pace and keep a culture of encouragement. Find coaches who are patient.

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1.       Formulate a workshop which we think will be beneficial to the target market

2.      Define the type of coaches we are looking for
3.       Hire a group of coaches

4.       Find a suitable location to conduct workshop

5.       Promotion: give out flyers/ booth to share information on upcoming workshop
6. Obtain feedback from participants and coaches

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1.  Confirm the topic on digital banking for workshop
2.  Contact "busy mums" - no. of pax
3.  Engage digital coaches
4.  Confirm the workshop venue
5.  setup of venue, flyers with detailed instructions, refreshments, role of staff supporting the events
6. Get feedback after sessions

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1. user sees digital banking class at lift lobby/ flyer/
2. Neighbour encourages him/ her to join class
3. registration at community centre, checks with staff on pace of class to check ability to keep up
4. Decides to enrol with neighbours/ friends
5. During class, gets encouraging comments when ge/ she gets it right.
6. Hands on and practices.
7. Post class consultation to ensure he/ she knows how to perform common transactions/ requests.

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1. Promotion of our workshop to our target market

2. Source and hire trainers -> patient, know multiple languages

3. Source for suitable venue for mass outreach in neighbourhood

4. Workshop format
[a] physical/ hands-on/ role play/ fun learning
[b] vendors can also do part funding of workshops on long term engagement basis

5. word of mouth

6. Reinforcement/ feedback

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Susan: Focus on target market - snr mature folks who are not tech savvy.

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Susan: Focus on target market - snr mature folks who are not tech savvy.

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1. Broadcast on workshop via SMS /PHONE /LETTER /LEAFLETS. Can get target mkt fr walkins at bank branches where tellers /RM will probe and get walkins to attend a special workshop, with incentives thrown in.
2. Get trainers who are comfortable and competent in helping target group get into TECH space.
3.Find a setting that is not intimidating for workshop. Make it inclusive and set up at neighbourhoods across SG.
4.Workshop - role play plus Q&A, make learning fun for them. Offer discounted purchase of smartphones, tablets, computers with vendor tieups. In this way, vendors can also do part funding of workshops on long term engagement basis.
5.Incentivise them with mbr get mbr dg scheme signup. Make it a form of word of mouth advertising.
6.Do reinforcement followup by inviting key members back for feedback and sharing.

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I like - the clear definition of target customer. it is a complete business case.
I wish - to introduce this to my grandmother
I wonder - if we can hire volunteers to expand the impact.

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I wish this exercise is is done more frequently an dnot a one off exercise

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I like – the inclusiveness and accessibility of the solution

I wish - there would be some ways to make the workshop accessible digitally (some senior folks have trouble travelling but have phones to watch videos etc.)

I wonder - if partnering up with organisations that work with senior citizens/older and less tech savvy folks will make the entire enterprise easier and more feasible

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I wonder - what are the means of promotion to reach out to the target market.

I like - the explanation of steps are methodological and easy to understand