Group 4_Breakout Day 2 by https://padlet.com/victoriakoo1/day2 2020 Regional Digital offsite en-us 2020-09-11 00:36:09 UTC 2025-10-22 08:54:50 UTC hello@padlet.com victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335740 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335740 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335741 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335741 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335742 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335742 WELCOME! victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335743 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!
]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335743 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335744 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335744 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335747 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335747 TRANSPARENCY victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335748 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
]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335748 TRANSPARENCY (Select 1 to focus on as a group) victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335749 How might we…

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


… while being reliable, & understanding of our customers]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335749 DIGITAL CONFIDENCE victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335751 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


]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335751 DIGITAL CONFIDENCE victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335752 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

]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335752 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335753 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335753 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335754 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335754 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335759 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335759 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335760 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335760 Yvonne victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335764 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. ]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335764 Chooake victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335781 Solution suggestions:

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

]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335781 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335782 Solution suggestions:



]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335782 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335816 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335816 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335817 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335817 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335819 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335819 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335823 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335823 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335830 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335830 Rohin Pagdiwala victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335831 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)



]]> 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335831 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335832 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335832 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737335834 2020-09-11 00:36:09 UTC https://padlet.com/victoriakoo1/day2/wish/737335834 Chooake victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737408252 For whom?
SMEs
issue?:
Managing personal and business finance
Context:
Often the expenses and income are mixing.]]> 2020-09-11 01:09:21 UTC https://padlet.com/victoriakoo1/day2/wish/737408252 Rohin Pagdiwala victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737408789 For whom?
SMEs
issue?:
Complexity of financial products, lack of understanding

Context:
SME owners / entrepreneurs need support and guidance in managing business wealth]]> 2020-09-11 01:09:37 UTC https://padlet.com/victoriakoo1/day2/wish/737408789 Chooake victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737411523 For whom?
SMEs
issue?:
Business Credit Card
Context:

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

]]> 2020-09-11 01:10:41 UTC https://padlet.com/victoriakoo1/day2/wish/737411523 Wallace victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737412703 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]]> 2020-09-11 01:11:17 UTC https://padlet.com/victoriakoo1/day2/wish/737412703 Yingyan e victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737413249 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. 

]]> 2020-09-11 01:11:33 UTC https://padlet.com/victoriakoo1/day2/wish/737413249 Chooake victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737413517 For whom?
SMEs
issue?:
Staff Benefits
Context:
Insurance, payroll, etc. start to get more complex]]> 2020-09-11 01:11:41 UTC https://padlet.com/victoriakoo1/day2/wish/737413517 Yvonne victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737418785 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

]]> 2020-09-11 01:14:15 UTC https://padlet.com/victoriakoo1/day2/wish/737418785 Chooake victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737419905 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]]> 2020-09-11 01:14:46 UTC https://padlet.com/victoriakoo1/day2/wish/737419905 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737420203 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]]> 2020-09-11 01:14:54 UTC https://padlet.com/victoriakoo1/day2/wish/737420203 Yingyan victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737422423 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 ]]> 2020-09-11 01:16:00 UTC https://padlet.com/victoriakoo1/day2/wish/737422423 Wallace victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737423613 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

]]> 2020-09-11 01:16:35 UTC https://padlet.com/victoriakoo1/day2/wish/737423613 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737429845 Solution suggestions:



]]> 2020-09-11 01:19:37 UTC https://padlet.com/victoriakoo1/day2/wish/737429845 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737429997 Solution suggestions:



]]> 2020-09-11 01:19:42 UTC https://padlet.com/victoriakoo1/day2/wish/737429997 Yvonne victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737430120 Solution suggestions:
Intergrate with Whatspp for payment confirmation if possible as many SMEs use 


]]> 2020-09-11 01:19:45 UTC https://padlet.com/victoriakoo1/day2/wish/737430120 Wallace victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737430494 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



]]> 2020-09-11 01:19:55 UTC https://padlet.com/victoriakoo1/day2/wish/737430494 Yingyane victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737432563 Solution suggestions:
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]

]]> 2020-09-11 01:20:58 UTC https://padlet.com/victoriakoo1/day2/wish/737432563 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737441599 Solution suggestions:



]]> 2020-09-11 01:25:19 UTC https://padlet.com/victoriakoo1/day2/wish/737441599 victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737443009 2020-09-11 01:26:03 UTC https://padlet.com/victoriakoo1/day2/wish/737443009 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737443265 Solution suggestions:



]]> 2020-09-11 01:26:11 UTC https://padlet.com/victoriakoo1/day2/wish/737443265 yingyan victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737443444 Solution suggestions:
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



]]> 2020-09-11 01:26:16 UTC https://padlet.com/victoriakoo1/day2/wish/737443444 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737443573 Solution suggestions:



]]> 2020-09-11 01:26:19 UTC https://padlet.com/victoriakoo1/day2/wish/737443573 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737443713 Solution suggestions:



]]> 2020-09-11 01:26:24 UTC https://padlet.com/victoriakoo1/day2/wish/737443713 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737443824 Solution suggestions:



]]> 2020-09-11 01:26:27 UTC https://padlet.com/victoriakoo1/day2/wish/737443824 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737443964 Solution suggestions:



]]> 2020-09-11 01:26:31 UTC https://padlet.com/victoriakoo1/day2/wish/737443964 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737445173 Solution suggestions:



]]> 2020-09-11 01:27:05 UTC https://padlet.com/victoriakoo1/day2/wish/737445173 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737445408 Solution suggestions:



]]> 2020-09-11 01:27:11 UTC https://padlet.com/victoriakoo1/day2/wish/737445408 Name victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737445602 Solution suggestions:



]]> 2020-09-11 01:27:15 UTC https://padlet.com/victoriakoo1/day2/wish/737445602 Yesterday's reflection victoriakoo1 https://padlet.com/victoriakoo1/day2/wish/737491669 Link: https://padlet.com/victoriakoo1/day1]]> 2020-09-11 01:49:18 UTC https://padlet.com/victoriakoo1/day2/wish/737491669