Design Thinking Process

As a potential customer of DBS, I have to navigate in order to start banking with the DBS web service. How can we improve the web service experience so that users can select and start banking after fulfilling basic requirements.

Some problems we identified include:

1. Troublesome to key in personal details

2. Hassle to register for child separately

3. Required to finish the form in one seating

Compared to the 73% and 63% completion rate for SG/PR and foreigner with MyInfo respectively, the manual flow for people without MyInfo has only a low conversion rate of 21%.

1. How should we display the multiuser feature? We chose carousel in reference to the airline case study as it is easier for user to toggle between users to cross check.

2. OCR used previously couldn't transpose information well. Thus, we agreed that ensuring the accuracy of the model is crucial and we should allow user to modify if the information detected is wrong.

3. Due to regulations, we are unable to do full family (parent-parent-child) feature. Thus, we adopted a parent-child version instead, where the child has to be below 16 years old.

4. Resumption of progress cannot be done with links as MAS has a regulation that banks are not allowed to send link via email/SMS to users.

Good response received saying that the app is easy to use and the steps are clear.