Group 7(Xintian)_Breakout Day 2 by https://padlet.com/xintianzhang/tie1dejnxxapnyqr 2020 Regional Digital offsite en-us 2020-09-11 00:45:38 UTC 2023-02-20 01:15:12 UTC hello@padlet.com xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357293 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357293 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357294 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357294 WELCOME! xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357296 I'm Xintian), 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

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 PM — Thank You!
]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357296 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357297 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357297 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357298 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357298 TRANSPARENCY xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357299 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 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357299 TRANSPARENCY xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357302 How might we…






… while being reliable, & understanding of our customers]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357302 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357304



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357304 DIGITAL CONFIDENCE xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357305 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 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357305 DIGITAL CONFIDENCE xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357306 How might we make DBS the bank of choice for young millennials?

- How might we make investment more accessible for young millennials?
- How might we speak to their goals?
- How might we take a part in helping them reach their goals?
- How might we provide them with relevant data for them to make best decisions?
- How might we help young millennials with their first investment?

… while being fair, reliable, & understanding of our customers]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357306 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357308 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357308 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357309 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357309 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357310 Subbu: Digital Confidence 

For whom? Our customers using the platform
Define the Issue: Delivering highest amount of reliability of the platform 
Context: Communicating to the customers and Speedier response time to resolving defects - helps build confidence to a great extent



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357310 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357319



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357319 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357320



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357320 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357322



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357322 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357324



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357324 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357325



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357325 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357328



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357328 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357329



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357329 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357330



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357330 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357331



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357331 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357332



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357332 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357333



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357333 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357334



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357334 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357336



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357336 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357337



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357337 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357338



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357338 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357339



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357339 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357340



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357340 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357341



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357341 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357343



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357343 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357345



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357345 Name: Mandar xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357346
Who: Young millenials

Issue: Want to invest digitally but don't know how?

Context: Investment products using real-time tracking to minimize losses and maximize profits - Timely automated interventions



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357346 Sub xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357348 Smooth onboarding process 
informative 
As well as trustworthy for them 

Tutorials / videos 

DIY videos



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357348 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357349 Kok Liang
For Parents of Young Kids
Issue: How do we help young kids get onto a digital wallet? 
Context: With the current covid situation, how do we help kids transit from physical cash to digital cash safely and with the right controls? How can we instill the confidence in the parents to let the kids run their own digital piggy bank now? 



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357349 Name: LiNa xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357352 Who: old generation 
Issue: they very get used on cash transaction
Address: provide virtual digital wallet, which they can transact easily. 



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357352 Name: Hendro xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357353 Who: Younger generation (kids/schoolers)

Issue:
we had Non Earner onboarding but still for dependent (wife/children)

Context:
product & channel:
Giving a digital sub account onboarding experience to experience saving and deposit (limited amount) and some gamification


]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357353 Name: Mandar xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357354 Who: For customers just transitioning from branch based banking to Digital channels

Issue: Reliability & availability of systems

Context: Service Guarantee on platform up-times and transaction failures



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357354 Gary: xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357356 Millenniels, 20s - 30s
Trust the bank more
Choosing DBS as the main bank of choice



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357356 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357358 Kok Liang

Who: Elderly/less tech savvy
Issue: Some of the designs which are based on gestures or shortcuts may not be as intuitive as others and they might be afraid to try or hop on the new platform/features.
Context: For those who are already less confident, they are afraid to access the new features because if things go south, they may not have an alternate solution to access their money and transaction.



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357358 Name: Mandar xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357359
Real time data updates on their holdings and advisory calls for buy n sell (Democratize wealth)



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357359 Name: Mandar xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357360
One view across all relationship and not limited only to investments. For instance if customer is sitting on cash and also has a high interest loan, we should be able to recommend pre-closure of that loan to drive Digital Confidence



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357360 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357364 Kok Liang:
We can connect with the youngsters on their "turf" like Reddit. Have open Q&A and have advisors that speak their lingo and serve them. ]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357364 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357367 Emily

Campus tutorial 
short video tutorial



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357367 Name: Hendro xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357369 Giving some short video tutorial hands-on (youtuber style): Investment how-to with fun way, no jargon and focus on delivering their goals. With some live sample.

Kok Liang:
Tik Tok
Reddit
The lingo we speak must connect with the young millennials

Information must appeal to them. Digestible parts 

]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357369 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357371 Kok Liang: 
We can do a first time walk thru of the process of making their first investment. The first step could be quite daunting and would be good if we can display some form of support to them. 
In addition, how can we make the investments bite sized for them so they feel safe "experimenting".




]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357371 Nita xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357372 Fresh grad/ first jobbers
Teach and learn together with them how to invest since a young age to achieve their goals



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357372 Nita - How might we help them with their goals? xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357373 Share success stories from other customers who have investing from young with DBS, they can find these stories on our digibankl app

How might we provide them with data to make better decisions?
Rating from customers are important, so why can't we add in the app, which investment products are currently being purchased by customer with the same persona

Ask anything about investment on digibank - maybe they trust bank more those on Google and IG





]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357373 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357377 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357377 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357378 Subbu 
We may want to give them a smooth onboarding experience into what investments is all about and handhold them to do their investments.. Onboarding is the key..
This can be 'Try it yourself' kind of a tutorial..


]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357378 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357380 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357380 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357381



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357381 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357382 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357382 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357383



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357383 Gary xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357384 identify attributes of millenniels and align investment with these attributes

eg: millenniels are more conscious about environment and being sustainable

can they invest yet contribute to the bigger picture of sustainability?





]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357384 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357385 Emily Wang
For whom: For the elderly 
Define the issue: to help them get familiar and confidence with digital service.
Define the context: 
more intuitive design



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357385 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357386 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357386 Name xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357388



]]> 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357388 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357392 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357392 xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357394 2020-09-11 00:45:38 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737357394 . xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737405562 .     
















































]]> 2020-09-11 01:08:05 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737405562 Li Na xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737431002
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)
  •  I have apply the loan early repayment via dbs pweb, the result inform me the loan early repayment application is successfully. but after half month...the loan repayment tranasction still not happen...i mght lose trust, coz i dont know if the loan repayment request is processing by bank...



How do you know this? Can it be measured? Please describe:
  •  call call center to track the status, and asking why payment transaction not happen...



What might you propose to address this?
  • make digital process more simple and faster and i can know results immediately.



]]> 2020-09-11 01:20:11 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737431002 Emily Wang xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737433545
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)
  • Card rewards points expired/will expire without notifying the customer
  • Receiving tele-marketing calls 


How do you know this? Can it be measured? Please describe:
  • Will have negative impression on the bank, block the number
  • customer feedback


What might you propose to address this?




]]> 2020-09-11 01:21:26 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737433545 Hang Kian Tang xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737434110
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)




How do you know this? Can it be measured? Please describe:




What might you propose to address this?




]]> 2020-09-11 01:21:42 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737434110 Subramanyam Iyer xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737434463
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)
  • Possibly we can get better in terms of communicating better on being transparent, accurate and timely (E.g. Offers, Charges etc.)
  • Ability to share almost real-time updates with clients (e.g. Transaction related issues etc.) 
  • Ability to help resolve defects at a faster pace in terms of timelines  

How do you know this? Can it be measured? Please describe:
  • First 2 points have come out of the Customer VOC thru various interventions 
  • Third one is thru customer complaints and showing displeasure about the time taken to resolve
  • Mapping against Competition and driving towards Best in class 

What might you propose to address this?
  • Aligning our Comms. in line with RED and empathetic - extremely important 
  • Invest in building capability of enhancing self-serve on the app and channels for customers to be served better to build trust
  • Enhancing Omnichannel experience across various touchpoints.. 

]]> 2020-09-11 01:21:52 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737434463 Kok Wai HO xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737434698
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)
  • A same customer have to open a new account in each country again every time i.e. repeat KYC info etc in each country - DBS don't know me well. 
  • Better transparency in policy change/s e..g fees i.e. reversal of waivers not done proactively

How do you know this? Can it be measured? Please describe:
  • Complaints increase on fees in SG



What might you propose to address this?
  • Apart from specific different KYC requirements from Regulators in each country, DBS should be able to capture and share generic info hence without the need for a customer to provide and key in over and over again same customer info.



]]> 2020-09-11 01:21:59 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737434698 Mandar Hareshwar KOLI xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737434945
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)
  • Digital only offering offer limited trust  in India 
  • MVP still incomplete vs competitive banks
  • Constant regulatory changes impact revenue streams and we have to adapt our revenue models incl. rate cuts

How do you know this? Can it be measured? Please describe:
  • Customer research
  • Competitor mapping
  • Drop in deposit bal. since rate cuts as well as introduction of new pricing model

What might you propose to address this?
  • Phygital approach offering an integrated banking solution across touch points
  • Longer gestation period required for business to turn around
  • Increase transparency in communications

]]> 2020-09-11 01:22:06 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737434945 Abhinav Somani xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737435191
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)
  • Not giving specific / clear error messages / notifications when customer is transacting digitally
  • Not giving enough options to customer to voice grievance,
  • Not telling fees / charges upfront while opening account digitally

How do you know this? Can it be measured? Please describe:
  • Customer feedback and some incidents that resulted from incorrect messaging 



What might you propose to address this?
  • Continuous improvement on making messages clear
  • Improve servicing 
  • Transparently share fees / charges at onboarding 

]]> 2020-09-11 01:22:13 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737435191 Gary Teo xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737435421
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)
  •  Before purchase of a product on digital channels, normal practice is to insert huge paragraph of terms & conditions which likely confuse customers



How do you know this? Can it be measured? Please describe:
  • During review of customer journey - eg: digibank screens



What might you propose to address this?
  •  Work with product, L&C to rephrase to a copy that is easier to understand


]]> 2020-09-11 01:22:19 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737435421 Fair, reliability xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737435631 2020-09-11 01:22:24 UTC https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737435631 Albertus Hendro Dwi HANDOYO xintianzhang https://padlet.com/xintianzhang/tie1dejnxxapnyqr/wish/737441879
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)
  •  Basic problem reduced: when the customer can't login use his digibank (problems)
  •  Customer touchpoints (CCTR, chat agent) ability to handle the problem


How do you know this? Can it be measured? Please describe:
  •  Reflected on the app store rating and comments



What might you propose to address this?
  •  Monitoring comments and getting list more basic problem then fixing in the priority



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