making banking joyful through insights & design: where...
TRANSCRIPT
Making banking joyful through insights & design:where data science meets design thinking
Jurgen Meerschaege - DBS
Making banking Making banking joyfuljoyfulMaking banking Making banking joyfuljoyful
Making banking Making banking joyfuljoyfulMaking banking Making banking joyfuljoyful
#JTBD
@Claychristensen
JTBD Data
Where the magic happens …
JTBD Data
Data driven design
JTBDData
Where the magic happens …
JTBDData
Insights
Insights driven design
IDEO: “Combining qualitative & quantitative insights into hybrid
insights is key to understanding the full picture. They are
increasingly becoming the standard for design research.”
Prove the value of
Drive continuous improvements
Discover new opportunities
Quantify the nuances of human behaviour
Prove the value of working prototypes
improvements
Insights driven design
Define DevelopDiscover Deliver
Data analytics
Where data science meets design thinking
16 card replacements in 6
monthsSensors
“From DBS:
Your transaction on
card xxxxxxxxxxxx
1234
was declined
because your card
“From DBS:
1st transaction on
card ending 1234 at
Starbucks on
01/03/2016 failed
because your card Define DevelopDiscover Deliver
Ethno-
graphicresearch ZCR
a/btesting
UXexperiments
2020--30 old male students 30 old male students
who frequent bars oftenwho frequent bars often
because your card
has not been
activated“
because your card
has not been
activated. To activate
your personal
credit/debit card,
SMS
Activate<space>card’
s last 4 digits to
77767.”
True insights backed design
Making banking joyful
WithdrawalsWithdrawals DepositsDeposits
WithdrawalsWithdrawals DepositsDeposits
