【 Consulting Demo 】Innovation Process Analysis & Optimization Demo by Multiple Examples/Projects

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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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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