This is the presentation deck from UX Conference session by Prakriti Parijat of DBS Bank as a part of UXSEA Summit 2018 in Singapore. UXSEA Summit 2018 was held from 18th to 20th November, 2018. For more information about UXSEA Society, visit https://uxsea.org/ The copyright of this material is with those who created this presentation material. Please take permissions from the authors if you are in doubt about copyright infringement.

1. KEEPING IT HUMAN IN A WORLD OF
AUTOMATED EVERYTHING
PRAKRITI PARIJAT
UX & DESIGN TEAM
DBS BANK

2. www.dbs.com/design

3. Technology Breakthroughs
that Changed User Experience
Design History

4. Gutenberg press
1436

5. Telephone
Alexander Graham Bell
1876

6. Graphical User Interface
Xerox, 1973

7. World Wide Web
Tim Berners-Lee,1989

8. iPhone
Apple, 2007

9. Is there a common theme here?
Made it possible to do things you never
did before and do them better. Solved a
real problem and had an ultimate
purpose of improving people’s lives.

10. Digital technology, while having
had a profoundly positive impact
on society, has also been the
source of much complexity in
our modern lives

11. 36 controls
Users primary JTBD – Warm food!
HMW achieve that using this interface?
Digital
Microwave
of 2018

12. 2 controls
Time and TemperatureMicrowave
of 1970’s

13. https://www.youtube.com/watch?v=-gZs73DeUQg

14. New Technological Advances/Automation
Struggle to Deal with
Abnormalities

15. Machines are superb at all those
tasks people are bad at (e.g.
repetitive operations). So why not
devise a collaboration whereby
each does what it is best at. Aim for
collaboration, not supervision
Don Norman, Human side of Automation

16. By 2020, there will be a ratio of
approximately six intelligent
devices/things for every human on
the planet
Gartner, 2015

17. In a world of advanced technology
and automation,
How might we “keep it human”

18. LOOK FOR THE RIGHT PROBLEM
Are we solving problems that truly matter with technology & automation?
Alexa, Pay my
credit card bill
Capital one had a tie-up with Amazon to allow
customers to access financial services on Alexa.
Although a cool idea especially for multi-tasking,
the number of steps required to pay the bill are
similar to that of the mobile app. Is this the right
problem to solve for the customers?
How about using the voice as a unique identifier
for something more meaningful? (Refer to Brett King
talk on first principles thinking on YouTube)

19. LOOK FOR THE RIGHT PROBLEM
Are we solving problems that truly matter with technology & automation?
When Digibank was launched in India in 2016, it
was the first bank that let you open an account
using a mobile app without any physical
paperwork or signature. It was revolutionary and
helped a lot of customers in towns to open a bank
account easily without the hassle of standing in a
queue. An interesting way people started using it
was opening an account for the parents who lived
in a smaller town who had a smartphone but no
bank account.
Digibank by DBS
India’s first mobile
only banking

20. HELP DISOVER BLINDSPOTS
Adding value to customers by helping them overcome their blindspots
Clarity money helps users to take note of the
subscriptions that they may have forgotten about.
With respect to people’s relationship with money,
there are various unmet needs that can be
characterized as blindspots — behaviours, habits
and actions that are made in the absence of
better judgement or clear information. By helping
people overcome their blindspots via technology,
we can create positive impact and benefit, and
generate real value for the end user.

21. HELP DISOVER BLINDSPOTS
Adding value to customers by helping them overcome their blindspots
The “futureME” is DBS’s step towards reimagining
retirement. It takes into consideration your current
spending and earnings (auto-populated) and let’s
you know how much per month you might need
during retirement to maintain your current
lifestyle. Planning for retirement is an
uncomfortable topic and most users are not aware
of how much is needed.

22. HELP DISOVER BLINDSPOTS
Adding value to customers by helping them overcome their blindspots
Safe-to-Spend is a concept by Simple Bank that is
an accurate reflection of an available balance that
represents your in-the-moment cash flow,
accounting for future bills and budgets. It’s a
smart budgeting tool that does the “can I afford
this?” math for you, so you’re better prepared to
make smart financial decisions on the spot.

23. FOCUS ON POSITIVE COMPUTING
Building a digital environment that can make us happier and healthier
Psychological
needs
Autonomy Competence
Relatedness
Positive Computing: Technology for Wellbeing and Human
Potential, by Rafael Calvo & Dorian Peters
Technology, so pervasive and ubiquitous, has the
capacity to increase stress and suffering; but it
also has the less-heralded potential to improve
the well-being of individuals, society, and the
planet. In this book, Rafael Calvo and Dorian
Peters investigate specific well-being factors,
including positive emotions, self-awareness,
mindfulness, empathy, and compassion, and
explore how future technology can support these
factors.

24. FOCUS ON POSITIVE COMPUTING
Building a digital environment that can make us happier and healthier
While we truly move into the “positive computing”
era, as UX researchers and designers we should
try to incorporate moments of happiness or joy
into our existing products and services. Google
photos assistant usually does some random
animation and shows to me but I was truly
surprised and awed when they put together this
video which was accurate and spot on in terms of
evoking positive emotions!
They grow up so fast – video by google photos

25. FOCUS ON POSITIVE COMPUTING
Building a digital environment that can make us happier and healthier
Paylah app ends the payment interactions with a
plane flying which is a small moment of joy! Micro
interactions can be powerful in invoking positive
emotions. Another example from DBS is the video
teller machine (VTM) by DBS provides a great
experience by eliminating the need to wait in
branches.

26. FOCUS ON POSITIVE COMPUTING
Building a digital environment that can make us happier and healthier
Financial GPS by DBS is a step towards helping
customers to better plan for their future. We help
users with a simpler representation of their life
goals and how they are progressing towards it.
We call it the “SAIL” that breaks down the financial
planning journey into smaller missions.

27. Let's build technologies that
empower us, allow us to use
our creative abilities, and
bring happiness to our lives

28. Good reads

29. Prakriti Parijat, PhD
Lead, Research & Insights
User Experience & Design Team
DBS Bank
prakritiparijt@dbs.com