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The Reading Room 26th September 2013
Bojan Blecic VP and Head Experience Design OCBC Bank
EXPERIENCE DESIGN
DESIGN
IT'S EASY TO SAY, AND IT'S HARD TO DO
OUR MOUTHS ARE FULL OF CUSTOMERS BUT OUR PRACTICE IS FULL OF OURSELVES M. Rijbersman
THE EXPERT PARADOX
8%
362 COMPANIES
95% SAY THEY PROVIDE OUTSTANDING EXPERIENCES
HOW MANY OF THEIR CUSTOMERS THINK SO?
FOCUS ON EMPATHY
START SMALL
BUT START
BEFORE AFTER
CARD TOP UP AT ATM
GCF
S/G
CAD
Dec
embe
r 201
1 C
o.Re
g.N
o:19
3200
032W
Services for Online BankingYou can apply instantly at any OCBC ATMs or visit www.ocbc.com/login.All information are mandatory unless stated.
For bank’s use
Name
Mailing address
Your detailsNRIC / Passport number
Mobile numberEmail address
As per NRIC / Passport
1
+( )
Verified by Date
$20 replacement fee will be debited from this account number
Re-issue my internet banking PIN
Your new internet banking PIN will be sent to you within 5 working days upon submission of this form. Your choice will be
activated within 3 working days upon submission of this form.
Your internet banking account will be terminated within 3 working days upon submission of this form.
Changes will be made within 3 business days upon submission of this form.
Your replacement hardware token will sent to your mailing address above within 5 working days upon submission of this form.
Link / unlink accounts from my internet banking Terminate my internet banking
Re-issue my hardware token
Add / remove option to send code to my mobile via SMS
Update my mobile number as above
Link
Link
Link
Unlink
Unlink
Unlink
Account number
Account number
Account number
What services do you require?2
Terms and conditions agreement
What to do next
5
6
I agree to abid and be bound by the Terms and Conditions Governing Electronic Banking Services, which I have read and any amendments, alterations and additions thereto as may be from time to time be made.
I consent to disclosures as provided therein and agree that all payments be debited to my accounts with you.
Send the completed form to OCBC Bank, Account Services, Bras Basah Post Office, Locked Bag Service No. 8, S911886
Bring your completed form and NRIC / passport in person to any OCBC branch.
If you mail in, confirmation letters will be sent to your old and new addresses (except Treasury Products).
If thumbprint is used instead of signature, please visit any OCBC Branch to update.
Authorised signature
Visit branchSend by mail
Date
/ /DD / MM / YY
OR
OLD FORM NEW FORM
22%Error rate 1%Error rate
Example project
FROM 20,000 PAGES TO
600
• Simpler structure
• Clearer flows and paths
• Easier language
• Faster and easier decisions
• Less confusion, more confidence
• More value
BENEFITS FOR THE USERS
SAVINGS IN MAINTENANCE COST
0.5 M
ATTITUDE EMPATHY PERSEVERANCE
VS
MEDIOCRITY IS ALWAYS IN A RUSH
THANK YOUBojan Blecic - Head Experience Design
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