At the Annual Retail Banking Conference Asia Pacific in Kuala Lumpur about future of Banks, UX maturity and some examples on how UX is practised at DBS.

1. Understanding your customer:
why it’s not an option,
but a must.
https://ga-
core.s3.amazonaws.com/production/uploads/program/default_image/3092/User_Research_Kat_Image.j

2. Understanding your customer:
why it’s not an option,
but a must.
https://ga-
core.s3.amazonaws.com/production/uploads/program/default_image/3092/User_Research_Kat_Image.j

4. Experience Design at DBS bank
UX Mentor & Researcher
In UX since 2007
Human Technology
About
me
http://images.cdn.stuff.tv/sites/stuff.tv/files/styles/big-image/public/news/Philips-SoundHub-9000_0.jpg?itok=m8-j7RHO
http://ic.tweakimg.net/ext/i/1367415835.jpeg

5. http://yourstory.com//wp-content/uploads/2013/03/Why.jpg

6. Alicia
http://inapcache.boston.com/universal/site_graphics/blogs/bigpicture/parade/bp18.jpg
@Scottebales

7. http://open-classifieds.com/wp-content/uploads/2012/09/classified_ads1.jpg

8. http://i.telegraph.co.uk/multimedia/archive/01931/landline-dial-tele_1931209i.jpg

9. http://searchengineland.com/figz/wp-content/seloads/2011/04/yellow-pages-directory.jpg

10. http://s3.amazonaws.com/digitaltrends-uploads-prod/2012/12/blockbuster-closing-041210-webjpg-7775ba2fdd8fda15.jpg

11. http://news.asiaone.com/sites/default/files/original_images/Feb2014/040214_ST_posbbranch(edited).jp
g

14. https://www.bunq.com/en/

17. David Gledhill
• Mobile app design course
http://netdna.webdesignerdepot.com/uploads/2015/06/featured_mobile.png

19. “By 2020, UX will
overtake price and
product as the key
brand differentiator.”

20. UX Design
& Research
http://www.weareathlon.com/public/uploads/news/16/1420x440-hero_trends.jpg

21. CX
Customer Experience
The sum of all
experiences in dealing
with a company
Competency at
a corporate level

23. CX
Customer Experience
The sum of all
experiences in dealing
with a company
Competency at
a corporate level
UX
User Experience
The summary of
the use of a
product or service
Competency at
a product level

25. CX
Customer Experience
The sum of all
experiences in dealing
with a company
Competency at
a corporate level
UX
User Experience
The summary of
the use of a
product or service
Competency at
a product level
UI
User Interface
The interface
customers use to
interact with your
products and
services
Competency at
an interface level

33. CX
Customer Experience
The sum of all
experiences in dealing
with a company
Competency at
a corporate level
UX
User Experience
The summary of
the use of a
product or service
Competency at
a product level
UI
User Interface
The interface
customers use to
interact with your
products and
services
Competency at
an interface level

34. CX
UX UX UX
U
I
U
I
U
I
U
I
U
I
U
I

35. UX Maturity
http://kingdomlifeministriesusa.com/wp-content/uploads/2015/07/ImageProxy.jpg
UX Maturity

36. UX dark ages

37. Spot UX projects

38. Serious UX investment

39. Embedding UX into teams

40. Integrated UX & Services

41. http://www.columnfivemedia.com/why-smart-companies-should-put-design-first
Why put design first?

43. For Customers & Employees
Making Banking Joyful!

46. http://www.ledahl.net/13-zhenshi/img/201292322106%E4%B8%AD%E5%9B%BE%E7%89%87.JPG
50+ projects
350+ tests
250+ observers
ALL businesses

53. https://media.nngroup.com/media/editor/alertbox/20000319-user-testing-diminshing-returns-curve.gif
http://netdna.webdesignerdepot.com/uploads/jakob_nielsen/1.jpg
http://10-themes.com/317831.html

54. http://blog.invisionapp.com/business-of-user-experience/

55. Don’t make
me think.
- Steve Krug
teamtreehouse.comwww.udemy.com
The Design of
Everyday things
- Don Norman
Predictably
Irrational
- Dan Ariely

56. Questions?
The banking experience
UX design & research
UX @ DBS
@willemjanpeters