I wrote this article for EFMA Journal – the design journey behind OCBC Money Insights, Singapore’s first personal financial management tool. Special thanks to for my colleauges, Liow Yong Hwa and Joisse Ong for their amazing work and sharing their story. ___ Money Insights, Singapore’s first finance management tool, aims to provide customers with new insights…
Whenever I come to Switzerland, where I used to live for 10 years, there are a few places I make sure to visit. One of them is this tiny little shoemaker’s workshop , which is somewhat hidden in a quiet village. This shoemaker is originally from Italy, he has learnt making and reparing shoes from…
Recently I was in a world leading banking conference in Paris. Probably one of the most discussed words among leaders in financial services was ‘trust’. Banks want to earn customers’ trust. Yesterday I had this moment that evoked a new thinking on gaining trust. I uploaded my LinkedIn mobile app, that routed me to the…
There’s no better feeling than those moments of unexpected inner delight. Like how you caught gaze of your true love, came across a childhood treasure at a yard sale, unintentionally came across a precious memory, or even connected with an insight that answered your dreams. These moments create internal warmth and they come only from…
This is my office building at the heart of Singapore. One day, this “gray thing” was installed for public safety while a dynamic lighting system was being installed for the façade of the company building. While the structure was set-up, it began to “wear” some artwork – a guy dancing Gangnam-style, a little girl looking…
Recall last time you walked into a pharmacy. Pharmacy shelves are full of confusingly packaged products that are often hard to prounouce and covered with obscure medical jargons. This overwhelms consumers and eventually may lead to a dosage or dangerous intake of wrong drugs. Doesn’t this sound like product shelves of financial services? Credit cards…
We start a day with making decisions. What should I wear? What shall I eat? Which one to buy? Those small or big decisions make up our day. When designing a customer experience, companies need to make different levels of decisions every day . I list a few below: Who we are designing for? What…
Design is often used as a noun – look & feel of a final object such as buildings, products, printed materials or websites. However design creates the most value to an organization when it is used as a verb – process of developing and origination an object. In fact, a great design is an outcome…
How do you design your customer experience? Who is responsible for doing that? YOU are the chef in designing your customer experience, whether you are working in a big company or own a business. I suggest three things to be a great cook in designing customer experience: Designing customer experience is too big and too…
About a year ago, I met a designer who was working for a popular nightclub in Singapore, in charge of producing groovy posters and websites for all happening nightclub events. Now he is my dear colleauge in experience design team at OCBC Bank, immediately became a super star ( known as a ‘magician’ ) blowing away bankers…
