Reading Room Singapore organized a breakfast event in September 2013 on User Experience. Our speaker, Bojan Blecic who is the Head of Experience Design in OCBC bank in Singapore, shared about how OCBC is using design to become a more customer-focused company. For more information of the event, go to: http://rroom.me/breakfasttalksept

1. The Reading Room
26th September 2013
Bojan Blecic
VP and Head Experience Design
OCBC Bank
EXPERIENCE DESIGN

2. DESIGN
IT'S EASY TO SAY,
AND IT'S HARD TO DO

3. OUR MOUTHS ARE FULL OF
CUSTOMERS
BUT OUR PRACTICE IS FULL
OF OURSELVES
M. Rijbersman
THE EXPERT PARADOX

4. 8%
362
COMPANIES
95%
SAY THEY PROVIDE OUTSTANDING
EXPERIENCES
HOW MANY OF THEIR
CUSTOMERS THINK SO?

5. FOCUS ON EMPATHY

6. START
SMALL
BUT START

7. BEFORE AFTER
CARD TOP UP AT ATM

8. GCFS/GCADDecember2011Co.Reg.No:193200032W
Services for Online Banking
You 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 details
NRIC / 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 branch
Send by mail
Date
/ /
DD / MM / YY
OR
OLD FORM NEW FORM
22%
Error rate
1%
Error rate

9. Example project

10. FROM 20,000
PAGES TO
600

11. • Simpler structure
• Clearer flows and
paths
• Easier language
• Faster and easier
decisions
• Less confusion,
more confidence
• More value
BENEFITS FOR THE USERS

12. SAVINGS
IN MAINTENANCE COST
0.5 M

13. ATTITUDE
EMPATHY
PERSEVERANCE

14. VS

15. MEDIOCRITY
IS ALWAYS
IN A RUSH

16. THANK YOU
Bojan Blecic - Head Experience Design