Group 10 (VENUS) _Breakout Day 2 by https://padlet.com/venusteo/n140lqubmgp90bsg 2020 Regional Digital offsite en-us 2020-09-11 00:18:35 UTC 2023-03-24 01:52:54 UTC hello@padlet.com venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737300998 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737300998 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737300999 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737300999 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301000 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301000 WELCOME! venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301001 I'm VENUS, your facilitator for today's breakout session :)

What we'll be covering:

1. Orientation to PADLET web tool — 5 mins - https://padlet.com/venusteo/n140lqubmgp90bsg

2. Recap on the challenges; share & discuss — 5 mins

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 1240 PM — Thank You!
]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301001 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301002 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301002 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301004 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301004 TRANSPARENCY venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301005 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 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301005 TRANSPARENCY venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301006 How might we…

make our T&C (fees, charges, conditions of products) clearer for our retail customers
 


… while being reliable, & understanding of our customers]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301006 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301008 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301008 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301014 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301014 PEOPLE & PLANET ALONGSIDE PROFITS venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301015 For whom?
Define the target user group for whom you want to make a difference

Define the issue:
What about PPP does the group want to address?

Define the context:
product / channel / interaction
]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301015 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301016 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301016 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301017 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301017 PEOPLE & PLANET ALONGSIDE PROFITS venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301019 How might we…






… while being fair, reliable, & understanding of our customers]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301019 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301020



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301020 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301021 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301021 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301023 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301023 ANITA venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301024 For whom?
Banking customers
The issue?
ease of retrieving updated balance / portfolio info
Context?
Via iB / app platform
Guided conversation via chatbot]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301024 Sunil venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301025 For whom?
Retail Customers
The issue?
Clarity on charges, Reliability of Information provided
Context?
Digital Channels, enable customers make informed decision when it comes to investment and charge related transactions]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301025 Thelissa venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301027 For whom?
Retail customers
The issue?
Clarity on fees and charges, conditions of products - customers are often unclear on what are the conditions, e.g. minimum balance, fees for exchanging currency overseas etc. Our products have a lot of T&C's and conditions which make it confusing for the customer.
Context?
IB / MB platform

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301027 Desirree e venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301028 For whom?
elderly
The issue?
transaction description - how can it be easier for user to understand
Context?
product / channel / interaction
on iB/mb

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301028 YUSUF venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301029 For whom?
Customers reporting on issue
The issue?
They don't what happened to their issue, whether it is being taken care of and what to expect
Context?
interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301029 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301030 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301030 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301031 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301031 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301032 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301032 Thelissa venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301034 Plain english, friendly, clear language T&C's. Take Revolut and other fintechs as examples. They write as if they're explaining to a friend. We write like lawyers.]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301034 Thelissa venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301035 Product design - set an ambitious KPI or limit to the number of conditions designed into every product. Once it goes past that limit, should go back to drawing board.]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301035 Anita venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301036 - Keep it short & Precise
- highlight changes
- less wordy
- speaking customer - --language & think from their perspective



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301036 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301037



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301037 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301039



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301039 YUSUF venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301040 Currently TnC looks like a "legal docs". We can make it a more customer centric by showing "step by step" way to fulfil the condition



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301040 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301041



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301041 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301043



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301043 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301044



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301044 YUSUF venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301046 Transaction simulation, posted pre login with indication whether the transaction input fulfil the condition and what will be the charge with some "tips".



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301046 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301047 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301047 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301048 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301048 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301049 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301049 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301051 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301051 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301053 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301053 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301054 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301054 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301055 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301055 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301057 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301057 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301058 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301058 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301059



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301059 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301060



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301060 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301062



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301062 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301065



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301065 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301066



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301066 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301068



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301068 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301069



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301069 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301070



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301070 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301071



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301071 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301072



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301072 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301073 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301073 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301074 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301074 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301076



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301076 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301077 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301077 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301078 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301078 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301079 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301079 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301080



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301080 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301081 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301081 Name venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301082 For whom?

The issue?

Context?
product / channel / interaction

]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301082 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301083 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301083 Sunil venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301084 T&C which really matter the most (financially) are the ones customer will be interested in. Separate it out and show. Rest of the standard blah blah can follow in subsequent sections



]]> 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301084 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301086 2020-09-11 00:18:35 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737301086 YUSUF ARIA venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737400411
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)
  •  Competent - technical issue related to app stability, speed, and performance
  •  Transparent - hard to report problems, and can't get enough assurance that it is being taken care of right away
  •  Credible - who is digibank? will digibank stays in Indonesia for long?

How do you know this? Can it be measured? Please describe:
  •  App Reviews - can be measured
  •  Feedback in Social Media - qualitative
  •  CE survey/Brand survey - both qualitative & quant

What might you propose to address this?
  •  Keep focusing in improving performance, since more competitions are coming into the space
  • Establish capacity and channels for outgoing contact to update customers report status (calls, message)
  •  Assurance on the credibility of digibank

]]> 2020-09-11 01:05:29 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737400411 DESIRREE venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737402687
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)
  •  account balance details: need to not showing the full details which customer can understand
  •  Services are not easy for customer to search and use  


How do you know this? Can it be measured? Please describe:
  •  From 5 star feedback 
  • CCTR and branches feedback 



What might you propose to address this?
  •  revamp 
  •  mindset change 


]]> 2020-09-11 01:06:39 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737402687 DAISY venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737403271
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)
  •  txn such as MP3 or overseas transactions details are not displayed to customers to understand
  •  


How do you know this? Can it be measured? Please describe:
  •  through feedback from cctr



What might you propose to address this?
  •  more details to be provided in their statement/ txn page 



]]> 2020-09-11 01:06:57 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737403271 SUNIL venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737403638
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)
  • Transparent - Unexplained switch between Digital Token and SMS Tokens when making a high risk transaction - is security things compromised?
  • Reliability of Data provided via our Channels - iB mutual funds tracking - info not accurate, have to check on other websites (bloomberg) instead
  • Clarity on disruption to operations  - cheque drop-off at branch closed - difficult to find info about which branches are still open/what services are available

How do you know this? Can it be measured? Please describe:
  • Feedback from customers in my close group
  • Personal Experience as a Customer


What might you propose to address this?
  • SMS blast for communication related to non banking but imp to customers
  • Strengthen our Tech Stack to provide real time data Eg: MF Price / Trend


]]> 2020-09-11 01:07:07 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737403638 venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737421141























































































































]]> 2020-09-11 01:15:24 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737421141 . venusteo https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737429718

























































]]> 2020-09-11 01:19:34 UTC https://padlet.com/venusteo/n140lqubmgp90bsg/wish/737429718