Innovation Process Analysis & Optimization — Alan Liu 2020/09/09
INNOVATION PROCESS
Understand
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Analysis
Synthesis
Storytelling
Prototype
Validation
© Alan Liu
SECONDARY RESEARCH (COMPETITOR/ MARKET ANALYSIS)
@Alan Liu
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@Alan Liu
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8 Kids Account Attracting Customers Mainly by Discounts
Service-oriented • •
Set chores to let kids earn money Set extra bonus
• • • •
Set Saving Goals Control Online Shopping Limit shopping in specific stores Lock the card if lost it
• Give money to kids by cryptocurrency
• Interactive virtual game to allow kids to learn financial literacy
• Situational Education to let kids to • Customized cards • Customized gift packaging for kids
Traditional • Discounts for buying Fund/Trust Products • Financial advice services • Discounts for buying Fund/Trust Products
learn finance
• No extra fee for buying Fund/Trust Products • Monitor kids spending behavior • Set limitation for withdrawing • Discounts for buying Fund/Trust Products • Notebooks • Discounts for buying Fund/Trust Products • Discounts for art activities • Discounts for buying Fund/Trust •
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• Kids can set saving goals with parents • Start to learn to buy stock and donate • Set chores to let kids earn money
Products 「interests from saving acc」 &「rewards from credit cards」 can turn to kids acc
Interactive
• No extra fee for buying Fund/Trust Products • Customized cards • Random financial camp/events or other art activities • Notebooks or other birthday gifts
Sales-oriented @Alan Liu
HMW use DMGT to create the culture of innovation in retail banking?
Current Relationship
CreditTech Companies
BANK
Innovation Lab
Competition– Cooperation Relationship
WealthTech Companies
Fintech Companies
Regtech Companies
Inefficient
Inefficient
InsurTech Companies
Highly Efficient Š Alan Liu
HMW use DMGT to create the culture of innovation in retail banking?
Ideal Circumstance
CreditTech Companies
Create a Culture of Innovation by DMGT to enhance efficiency & agility
BANK
Innovation Lab
Effective Partnership
WealthTech Companies
Fintech Companies
Regtech Companies
InsurTech Companies
Š Alan Liu
PRIMARY RESEARCH
In-depth Interview
Online Survey
Workshop
Cultural Probe
Potential Target Audience Mapping High Bargaining Power Wait for someone to reach
U4 U1
Dependent
U3
Confident to do by myself Independent
U2
Try my best to U5 understand Low Bargaining Power IBM iX / Š IBM Corporation
Prototype
Testing / Validation
Nielsen’s Heuristics Evaluation - 10 Principles of Usability Testing
System Status Visualization
Identify better than memories
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Be consistent with the practice of the real world
Using the efficiency and flexibility
Allows users to control the freedom
Simple design
Follow the unity and standardization
Helps users identify, diagnose and fix errors
Prevent user error
Tips and help documentation
KGI - Digital Lending Process Analysis #System Status Visualization
Suggestions：
Due to the complex process of filling applications, customers couldn’t recognize where are they in the process and getting lost.
Change the titles/ reminders of the pages to what customers expected. 填寫試算問題
貸款試算⽅案 開始申請
專屬優惠⽅案 申請⼈⾝份 申請⼈⾝份驗證 填寫申貸內容 填寫個⼈資料
確定貸款條件
確定本次貸款內容 上傳財⼒證明 上傳⾝分證
確定合約細節 等待撥款
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簽署同意書及契約 完成申貸
HKBN App Analysis
The two different styles of the Details buttons cause confusion. #Follow the unity and standardization
The Back button in the account overview is different from other pages. #Follow the unity and standardization
Suggestion
• Make sure the consistency throughout the App
HMW use DMGT to create the culture of innovation in retail banking?
Competitor Analysis & Trends of Innovation
1. Personalization 2. Credit card management 3. Empathetic chatbots 4. AI advices for investment 5. Voice payments 6. Budget & money planner
Technology
Trust
7. Context-aware notifications 8. Gamification 9. Biometrics 10. Advanced geolocation (ATM or branches‌) 11. Combining with other fields (Daily life/ Ecosystem) (Bank 4.0)
Š Alan Liu
LOOK AT GEN Z (DIGITAL NATIVES)
FOR THE FUTURE INNOVATION
Gen Z has the attention span of about 8 secs —compared to millennial 1. By 2020, Gen Z is expected to account for 40% of all customers.
2. Simple, customized, and interactive contents benefit to attract Gen Z’s attention.
3. Real people, real comment, real reviews, real data, or real experience is their expectation for most brands.
4. Gen Z is one of the generations that really wants to change the world and take care of social and sustainable issues.
THANK YOU! - ALAN LIU
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