Group 3, Day 1 - 2020 Digital Offsite Breakout by Prithika Madhavan https://padlet.com/madhavanprithika/hppafefsiyebjqrn GROUP 3 (PRITHIKA) en-us 2020-09-10 02:06:47 UTC 2024-05-18 09:14:24 UTC hello@padlet.com https://padlet.net/icons/png/270d.png madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592983 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592983 madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592987 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592987 madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592990 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592990 madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592991 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592991 RACHEL CHEW madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592993 SG + IN + ID / Hub / Digibanker

Avid reader, dog & cat lover]]> 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592993 LETICIA XU madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592995 CN | digi distribution | Digibanker

Yoga lover ]]> 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592995 NAVEEN SETHIA madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592996 SG / Design / Designer

New dad, love art & traveling 

]]> 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592996 HELLO GROUP 3 & WELCOME TO THE CBG BREAKOUT SESSION! madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592997 I'm Prithika, and I will be your facilitator for today's breakout session :)

Our agenda for today:

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 5:00 PM
See you again tomorrow morning at 10:00 AM :)
]]> 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592997 madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592998 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592998 madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592999 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733592999 QUALITY REFLECTIONS FROM YOUR PERSONAL EXPERIENCES — 15 mins madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593006
  • In what ways are your products/channels/interactions eroding trust from the customer? (digitally and/or physically)
  • When did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)
  • Do you have any potential ideas/solutions on how we can address it?
    • ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593006     RACHEL CHEW madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593007
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)
    • transaction failures - customers don't understand what went wrong , and have a hard time getting help
    • unplanned system down time - customers can't login or a backend system is not posting to app

    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)
    • regular reports - call centre, kasisto, app store/playstore comments, CE reports, and system reports
    • front line team will raise complaints in chat group or alert from team 

    Do you have any potential ideas/solutions on how we can address it?
    • improve error messages, enable in-app servicing
    • more proactive / preemptive system triggers so that our response can be improved 

    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593007     KARTIK L. JAIN madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593009
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)
    • Transaction failure, possibly compounded by an incomplete or incorrect error message
    •  Furthermore, front end teams or CE not able to resolve the issue if it is a system bug

    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)
    • Customer feedback 
    • Escalated customer complaints

    Do you have any potential ideas/solutions on how we can address it?
    • Sharper and  more relevant error messages
    • Prioritise txns defects in bug fixes as reliability and dependability of txns is a core feature for keeping money with the bank

    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593009     LOUIS FOO madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593011
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)
    • Fraud prevention
    • Customer 1st mindset - design with customer in mind - Chatbot & Banca

    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)
    • Through customer feedback
    •  Low adoptions & usage

    Do you have any potential ideas/solutions on how we can address it?
    • Invest in more sophisticated fraud prevention logic
    • Invest in product desirability survey

    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593011     LISA LIM madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593012
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)
    • Omni app interface - not user friendly / hard to see all the transactions
    • iWealth login - faceID doesn't work 

    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)
    • As a user
    •  As a user

    Do you have any potential ideas/solutions on how we can address it?
    • New UI of displaying transactions
    •  Raise issue with team

    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593012     "What's the action?" madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593013 Writer's block? Lost your train of thought?
    Click on the images to the left or right for inspiration! :p

    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593013     madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593014 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593014 LETICIA XU madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593015
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)
    • Customers were always forced logout mBanking during txn

    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)
    • We experienced the same issue also and got customer call from hotline. Morevoer, same issue was mentioned in CSS survey

    Do you have any potential ideas/solutions on how we can address it?
    • Issue ticket was raised, however, still cannot find the root cause. fortunately we will have new App which is scheduled to be released in 2021, hope such wired issue would disappear
    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593015     KIM CHIN madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593016
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)
    • Customer Journey - deep dive customers' needs from their voices


    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)
    • Customer Complaint
    • Customer Satisfication Survey

    Do you have any potential ideas/solutions on how we can address it?
    • Immediately take action when customer raise their needs

    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593016     SIMON CHUA - [Unable to attend] madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593018
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

    •  


    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

    •  


    Do you have any potential ideas/solutions on how we can address it?

    •  


    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593018     WILFRED ONG - [Unable to attend] madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593019
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)

    •  


    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)

    •  


    Do you have any potential ideas/solutions on how we can address it?

    •  


    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593019     NAVEEN SETHIA madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593020
    In what ways are your products/channels/interactions eroding trust from the customer?
    (Be specific! Give examples with context, and relate to at least one element of trust from the triangle)
    • App (iWealth) reliability - app crashes frequently 
    • The transaction failed - 3DS credit card txns go thru digi token and it's not reliable 
    • Remittance is promoted as zero-fee but we don't show how much DBS is charging. I/customers need to do the math to figure out how much extra we're paying. Competitors are transparent than us. 
    •  For equity trading, there are hidden fees like custody charges. I wasn't aware. 

    When, and how did you first become aware of it? (E.g. 5-Star, AA/BA Analytics, Compliance)
    • As a user and reported by friends  

    Do you have any potential ideas/solutions on how we can address it?
    • Make the fee transparent 
    • Improve the reliability and performance of the app

    ]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593020     KARTIK L. JAIN madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593024 IN / digi distribution / digibanker

    Bird watcher
    Outdoorsy person]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593024     KIM CHIN madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593025 China Taiwan / CE / 
    CE Leader


    3 kids with 2 dogs and 2 cats]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593025     LOUIS FOO madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593027 SG / Digital Banking / Digibanker

    Loves music, love art, 
    don't like to sleep]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593027     SIMON CHUA madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593029 Your country / team / role

    A fun fact about you?]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593029     LISA LIM madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593032 HK / Digital / 
    Strategy & Data

    A fun fact about you?
    Yoga instructor]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593032     WILFRED ONG madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593033 Your country / team / role


    A fun fact about you?]]>     2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593033     madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593034 2020-09-10 02:06:47 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733593034 SHARE & DISCUSS — 10 mins madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733647713
  • Read each other's posts and "like" at least 1 other post by tapping on the "heart" icon (bottom left)
  • Read each other's posts and leave a question/comment on at least 1 other post (bottom right)
    • ]]>     2020-09-10 02:33:35 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/733647713     Group 3 madhavanprithika https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/734332577 2020-09-10 09:18:30 UTC https://padlet.com/madhavanprithika/hppafefsiyebjqrn/wish/734332577