Remake of Group6_UpaSANA_Breakout Day 2 by https://padlet.com/upasnabhandari/du7dazxjk47bnlmy 2020 Regional Digital offsite en-us 2020-09-11 00:35:12 UTC 2024-10-14 09:07:43 UTC hello@padlet.com upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333695 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333695 WELCOME! upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333700 elderly people who are not digital savvy 

]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333700 upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333701 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333701 upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333703 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333703 TRANSPARENCY upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333705 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
]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333705 TRANSPARENCY upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333707 How might we…






… while being reliable, & understanding of our customers]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333707 MEYLINDA upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333708 Define the issue:
Centralized update and leverage the function of CRM]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333708 DIGITAL CONFIDENCE upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333709 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
]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333709 DIGITAL CONFIDENCE upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333711 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]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333711 upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333712 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333712 upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333713 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333713 FRANKIE upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333714 Whom: New investors
Issue: Ease of use & transparency
Context: Low digital penetration & take up.]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333714 FRANKIE upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333721 1) Simple voice commands for key services such as fund transfers.

]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333721 FRANKIE upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333723 Define the issue: Not very customer friendly in some engagements. e.g. opening/linking of Vickers, CPF, CDP accounts]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333723 RAHUL upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333724 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. 
]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333724 HAPPY upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333725 Define the issue: Transaction failed without reason and notice actively




]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333725 LEONARDO upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333726 Define the issue: We do a "sweep" of error messages and customize the message according to the right errors
 


]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333726 CHENHUI upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333728 Define the issue: Fee is not clear to customers //interest rate
 
All our customers with relevant products


]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333728 BADY upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333729 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 ]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333729 KK upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333730 Define the issue: I was charged a custodian fee for my foreign share holding in my Wealth accounts //Hide things in T&C  




]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333730 YIRONG upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333732
Define the issue:







]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333732 MELINDA upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333740



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333740 RAHUL upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333741



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333741 HAPPY upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333742



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333742 CHENHUI upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333743



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333743 BADY upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333748



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333748 KK upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333750



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333750 Md Fadhli Bin Kamarudin upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333752



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333752 YIRONG upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333756



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333756 MELINDA upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333762 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

]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333762 CHENHUI upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333775 For Our loan customers

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



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333775 KK upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333783 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




]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333783 Md Fadhli Bin Kamarudin upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333784 For:  All Customers.

Issue: Ease of accesibality of assistance

Context: App

]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333784 MELINDA upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333791 Having digital brand ambassador which can assist the customer to learn the digital channel. 


]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333791 CHENHUI upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333798 1) Personalised presentation]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333798 LEO upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333801 have a central "knowledge community" consists of "people like you" that can help you out





]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333801 KK upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333802 - welcome tutorial (show the different navigation available, swipe, etc)





]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333802 Md Fadhli Bin Kamarudin upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333804 -widget personal customization
-optional templates
- customer complaints / issues tracking in



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333804 upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333813 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333813 Md Fadhli Bin Kamarudin upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333818 Define the issue:












]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333818 LEO upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333820



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333820 LEO upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333826 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



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333826 RAHUL upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333828



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333828 upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333830 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333830 FRANKIE upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333833



]]> 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333833 upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333836 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333836 upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333839 2020-09-11 00:35:12 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737333839 MELINDA upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737445184



]]> 2020-09-11 01:27:05 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737445184 LEO upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737445734



]]> 2020-09-11 01:27:20 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737445734 RAHUL upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737446010



]]> 2020-09-11 01:27:27 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737446010 CECILIA upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737735005 issue: 
Digital terms that are not undersatndable by senior people 

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




]]> 2020-09-11 04:09:47 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737735005 MELINDA upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737754566 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.

]]> 2020-09-11 04:25:21 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737754566 KK upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737754987 - functionality to read the text on screen or when mouseover to help

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





]]> 2020-09-11 04:25:43 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737754987 FRANKIE upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737756866 1) Simple voice commands for key services such as fund transfers.


]]> 2020-09-11 04:27:24 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737756866 FRANKIE upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737757269

3) Real time live chat with screen sharing & voice to guide new users.]]> 2020-09-11 04:27:46 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737757269 CHENHUI upasnabhandari https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737757654 1) Personalised presentation 



]]> 2020-09-11 04:28:06 UTC https://padlet.com/upasnabhandari/du7dazxjk47bnlmy/wish/737757654