Client: DBS
Designing a set of future tools to help Singaporean’s better plan for their retirement.
Project: Whilst part of IDEO SG, I helped to Envision, Design, and Prototype a set of tools to help Singaporean’s better plan for their retirement.
Brief: Our client asked us ‘How would we help Singaporean’s plan for their retirement more purposefully and robustly?’ – with an emphasis on evolving the role of their relationship managers away from a completely sales-driven focus.
Role: Senior Interaction Designer
Timing: Oct 2016 - Jan 2017
1. Research Outcomes
Our prototyping focused on helping the banks force of relationship Managers have more meaningful conversations with their customers.
Through research we uncovered a deep mistrust of relationship managers and created a set of tools that would both help them personalise plans to a customers needs whilst helping bring the relationship element back into relationship management.
2. Design Outcomes
The tool soft launched in 5 branches, seeing quick success and almost immediate requests from other branches to be involved.
Interviewed customers felt they had a much clearer picture of their positives and shortfalls around retirement and at the same time felt much more in control of the conversation they were having with their relationship manager.
3. Product Outcomes
After seeing success with the physical version, we created a digital tool that replicated a similar experience you could do at home.
We tested this extensively in branch and in peoples homes, to see how peoples experienced changed when the expert opinion was digitised.
The client spread the product across both digital and physical and the projects approach has since shaped how they interact with their customers.
