Recently I had a conversation with a CEO of a European private bank. One of the interesting questions he posed was how should companies ‘innovate’ in this fast-changing market as opposed to simplify the existing products and services. How do we prioritize and allocate our resources in adopting new technology and designing a new product…
This is a 3 minute interview with the Institute of Service Excellence (ISE) at the Financial & Health Care Industry Forum. As part of the Industry Forum, I was invited to share my views on why simplicity matters in today’s environment and how to cultivate simplicity as an organisational capability. [ISE] As millennials grow up as a…
As the first issue of #Designful.Leaders series, I had a great conversation with Mark McCormick, a Senior Vice President at Wells Fargo and Head of User Experience for the Wholesale Bank, on simplicity and innovation. Mark and I met about three years ago, in China at a conference, where he presented his customer experience innovation…
Picture yourself a Japanese tea room. There are windows and a sliding door made of Japanese paper. It has a wooden mat floor called Tatami that provides warm shades. The room is subdued, there are no ornaments. The space is designed to welcome guests and for drinking tea. That is all. There are no pretentious…
Every woman has an essential wardrobe item. Mine has to be a little black dress. When I’m in doubt what to wear for work or for dinner, I often choose a little black dress. Because it simply works. When I researched the concept of little black dress, I found a fascinating lesson on what it…
Written for Challenge Magazine, published by Prime Minister’s Office, Public Service Division in Singapore. July/August 2016 issue I remember visiting the Ministry of Manpower (MOM) six years ago to apply for employment and dependent passes. Jet-lagged after a long flight and with restless young children in tow, I was not very motivated to go. But…
I’m honored to be part of FemTech Leaders, a great initiative where I got to know amazing FinTech power women and how they make meaningful change in the financial services industry. This is an interview article Published on FemTecnleaders.com Dec 2015. I am a design strategist and practitioner. I have been with OCBC Bank as Vice President / Group…
As part of my recent trip to Milano speaking at ’The Invisible Bank’ conference, I had the privilege to have a conversation with senior members of Multichannel Integration initiative in INTESA SANPAOLO – the 2nd largest bank in Italy. The topic was how to simplify customer experience through multi-channels. Through sharing of our simplicity initiatives, we realised…
Written for The Financial Brand and Bank Marketing Strategy by Jim Marous, the world’s most read banking blog. It’s time to build your simplicity capability. Financial institutions are starting to realize that simplicity does not only improve the customer experience, resulting in trust and loyalty but also reduces operational costs from redundant products, processes and dealing with…
How can banks achieve simplicity? The rewards from achieving simplicity in banks are real. However achieving simplicity is not done, unless the organisations build a strong foundation to make simplicity sustainable. Build simplicity as your bank’s capability. I suggest The 5 Fundamentals to cultivate simplicity as an organisational capability with real life examples. 1. Want…
