My status as a special guest for design thinking course
I attended a two day intensive course with NTUC and it happened that I was the only “special guest” who was not from the same bank. Nevertheless, I felt that I was warmly welcomed. I had the privilege to contribute a real world problem that I faced for the design thinking assignment. I sensed that the bankers genuinely wanted to know from an external party point of view, what problem I faced with my personal experience with banking. When I joined the discussion group, I was met with enthusiasm and encouragement to speak up from the warm and cordial members of UOB bank.
Engaging group activity
As a group we have to define a problem statement and then evaluate the best idea to provide the most viable and feasible solution. I am amazed with the group’s creativity in making the best use of the design training group breakout session to collaborate with an “external stakeholder” to solve this problem.
Problem statement to mock up
After coming up with the problem statement we have to evaluate the best idea using an evaluation checklist. This is where we have to rank the the different factors such as intercom, facial recognition or bank branch. This is followed by coming up with a customer journey map of the story board. Finally, our mockup using the service delivery flowchart had been crafted in a really flawless manner. As they were so keen to practice the mock up, I gave my support for coming up with a standardized operation procedure. The final mock up when presented was simple yet elegant. I thought of using this was an excellent mock up since this formal documented flowchart can be transferred to their own department’s immediate utilization.
After the two days of intense session, I believe that our lives had been enriched. I am glad to have contribute to the improvement in their department’s work as I can see their teamwork and collaboration skills had been strengthened. I am hopeful that they will become more empathetic in how they will resolve the customer service issues at the bank.
I was rather participative as I questioned the members a few times regarding their decision to go with four stories instead of five for example. I am also glad to have clarified what they think the cost of implementing the facial recognition system is since it is a million dollar budget. I am glad that behind all the new technologies and frontiers in thinking, the human touch of empathy has been the preferred course of action for the bankers. Overall, they managed to come up with quite a logical and coherent presentation.
Concluding well with Design Thinking
All in all, the instructor had been supportive of taking questions in a safe environment as we are all simulating the problems faced at the bank. I am glad they all took in their good spirits as my inquisitive and curious nature went down well with them. I even called for a last minute “rehearsal” so we can anticipate the questions from the “stakeholder”. True to the purpose of the activity, they anticipated more questions and attempt to leave no stones unturned. I could see that my participation has enabled them to “practice” their pitching skills to their “stakeholders” well and stand them in good stead for their next department’s implementation of design thinking.
All about Lina Lifestyle 