30-31/05/2022 REFRAMING Viper by Mariana Woznarowycz Maluf Piereck https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj Great ideas come from well framed questions en-us 2022-05-26 02:32:37 UTC 2025-11-02 01:14:20 UTC hello@padlet.com https://padlet.net/icons/png/1f50d.png REMEMBER to use HMW! and TRY TO USE VERBS :) marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228253 2022-05-26 02:32:37 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228253 JOB STORY marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228255 2022-05-26 02:32:37 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228255 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228256 How might we allow customer to access banking service 24/7 seamlessly ?


]]> 2022-05-26 02:32:37 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228256 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228257 How might we facilitate customer meet up appointment with banking officer effortlessly ?





]]> 2022-05-26 02:32:37 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228257 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228259 How Might we enable customer to open account conveniently and securely , without going to the branch ?
 




]]> 2022-05-26 02:32:37 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228259 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228260 2022-05-26 02:32:37 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228260 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228261 2022-05-26 02:32:37 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228261 Ciao marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228262 2022-05-26 02:32:37 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2200228262 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204261893 2022-05-30 07:03:40 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204261893 Emotional https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204348276 Ikzal: You just terminated the card like that?
LY: Yes, not because of the RM10 charge, but the lack of empathy of the banking service.

The 2 banks' services very different.
Front-end customer service plays significant part can make a different.

Ikzal: I was with SC, very loyal, as it was my rice bowl. After stepped out, I realized that the customer service is the one made me stick to the Bank.]]> 2022-05-30 08:06:46 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204348276 Functional https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204350543 1. Stop the card for security reason
2. To get a replacement card upon request]]> 2022-05-30 08:08:42 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204350543 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204354343 How might we allow Lei Yein to stop her credit card and request for a replacement immediately during an emergency]]> 2022-05-30 08:12:04 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204354343 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204359823 How might we equip and improve the customer service mindset and professionalism of front-liner during their engagement with customer.]]> 2022-05-30 08:16:36 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204359823 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204364136 How might we improve the turnaround time of credit card replacement process, allowing Lei Yein to collect her replacement credit card as soon as possible.]]> 2022-05-30 08:20:32 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204364136 Problem Statement 1 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204368759 HMW allow Lei Yein to continue her financial responsibility with  safety and seamless transition when she lost her card.]]> 2022-05-30 08:24:36 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204368759 Problem Statement 3 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204374779 HMW help Lei Yen practice confident banking even after moments of duress/loss? HWM help Ley Yein recover her confidence with banking after being a victim of theft?

]]> 2022-05-30 08:29:49 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204374779 Problem Statement 2 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204388469 HWM let Lei Yein to feel cared and comfortable in every single engagement with the Bank?]]> 2022-05-30 08:41:55 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2204388469 By allowing her an emergency credit line while her card is not available. marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205358123 2022-05-31 02:52:42 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205358123 By allowing her to have her auto-debit transfer to new card automatically. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205363018 2022-05-31 02:56:29 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205363018 By allowing her to stop her card within the shortest timeframe by making a call to special "fraud" careline. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205366036 2022-05-31 02:58:40 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205366036 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205366893 1. by allowing her to speak to someone from the bank immediately / conviniently]]> 2022-05-31 02:59:22 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205366893 By allowing her to have option to suspend all banking transactions (incl. all cards, deposit, etc.) temporarily https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205366908 2022-05-31 02:59:23 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205366908 By allowing her to have replacement card in 1 hour. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205367168 2022-05-31 02:59:36 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205367168 By allowing her to postpone the D-month bills to following months after getting new cards. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205367945 2022-05-31 03:00:09 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205367945 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205369677 by allowing her to continue to be able to spend while waiting for the card replacement]]> 2022-05-31 03:01:36 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205369677 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205369923 By allowing her to send notification to her auto debit merchant to inform that there could be delay in payment.]]> 2022-05-31 03:01:46 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205369923 By allowing her to have replacement card in 1 hour AND deliver to her doorstep with FOC and https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205382444 helping her to ensure all her access to other financial services suspended and not being jeopardized. ]]> 2022-05-31 03:12:03 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205382444 By allowing her to have the replacement card within 1 hour at her current location AND allowing her to continue her financial transactions with new card. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205384016 2022-05-31 03:13:24 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205384016 by allowing her to continue to be able to spend while waiting for the physical card replacement AND able to purchase online AND offline https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205384604 2022-05-31 03:13:57 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205384604 marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205384967 2022-05-31 03:14:18 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205384967 By allowing her to have option to suspend all banking transactions (incl. all cards, deposit, etc.) temporarily AND using self service via banking app to do it fast. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205385118 2022-05-31 03:14:26 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205385118 NOW marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205385343 2022-05-31 03:14:40 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205385343 WOW marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205385536 2022-05-31 03:14:52 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205385536 How marianamaluf1 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205385756 2022-05-31 03:15:04 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205385756 By allowing her to send notification to her auto debit merchant to inform that there could be delay in payment AND allow her to update her new card details via an email or with an assigned agent. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205386016 2022-05-31 03:15:17 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205386016 By allowing her to speak to someone from the bank immediately / conveniently AND archive all her objectives in the call itself with hassle-free. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205387036 2022-05-31 03:16:07 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205387036 by allowing her to speak to someone from the bank immediately / conveniently AND without going through the long verification process to identify herself https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205387075 2022-05-31 03:16:09 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205387075 By allowing her to have option to suspend all banking transactions (incl. all cards, deposit, etc.) temporarily AND compensate her with free shopping voucher https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205388856 2022-05-31 03:17:52 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205388856 By allowing her to stop her card within the shortest timeframe by making a call to special "fraud" careline AND allowing her to get the help of agent to block her card and issue a new physical card / e-Credit card for her to continue her transactions. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205392584 2022-05-31 03:21:10 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205392584 By allowing her an emergency credit line while her card is not available AND the emergency credit line, a new card number, is secured to be used by her only https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205397761 2022-05-31 03:25:58 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205397761 by providing one stop solution : integrated financial services hotline/careline to suspend all her access to financial accounts. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205400832 2022-05-31 03:28:51 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205400832 https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205419323 I can ask the father to pay the bills.

]]> 2022-05-31 03:47:12 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205419323 By allowing her to have sub-card from her husband AND let her husband to pay the bill. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205419935 2022-05-31 03:47:52 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205419935 By having an apps that allow to record the financial transactions AND pay it later. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205422035 2022-05-31 03:50:06 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205422035 I can ask EM to settle all the financial commitments. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205424846 2022-05-31 03:52:56 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205424846 By allowing her to carry on her financial responsibilities in cryptocurrency space that accepted by all merchants with one App in phone/wearable device without any hassle and financial interruption. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205426286 2022-05-31 03:54:29 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205426286 By allowing her to have her husband's credit card with new personalized pin for her spending. https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205426820 2022-05-31 03:55:03 UTC https://padlet.com/marianamaluf1/wjg8dmd6tejs74mj/wish/2205426820