user experience design for omni-channel customer service by rob findlay
DESCRIPTION
ISS Service Innovation Leadership conference - 'Service Excellence in the Omni-channel Era'. Presentation by Rob Findlay, Customer & Innovation Culture Lead, DBS Bank, on 11 Nov 2014. www.iss.nus.edu.sg/OmnichannelTRANSCRIPT
![Page 1: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/1.jpg)
UX Design for Omni-Channel Customer Service
Rob Findlay DBS Bank
![Page 2: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/2.jpg)
![Page 3: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/3.jpg)
![Page 4: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/4.jpg)
![Page 5: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/5.jpg)
![Page 6: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/6.jpg)
Personal Digital Connected
![Page 7: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/7.jpg)
![Page 8: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/8.jpg)
![Page 9: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/9.jpg)
![Page 10: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/10.jpg)
![Page 11: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/11.jpg)
![Page 12: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/12.jpg)
![Page 13: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/13.jpg)
![Page 14: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/14.jpg)
![Page 15: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/15.jpg)
What are banks thinking about
![Page 16: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/16.jpg)
![Page 17: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/17.jpg)
![Page 18: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/18.jpg)
![Page 19: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/19.jpg)
![Page 20: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/20.jpg)
![Page 21: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/21.jpg)
![Page 22: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/22.jpg)
![Page 23: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/23.jpg)
![Page 24: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/24.jpg)
![Page 25: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/25.jpg)
![Page 26: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/26.jpg)
![Page 27: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/27.jpg)
Removing friction
Creating knowledge
![Page 28: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/28.jpg)
Omnichannel challenge
![Page 29: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/29.jpg)
The rise of the UXer
![Page 30: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/30.jpg)
![Page 31: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/31.jpg)
![Page 32: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/32.jpg)
![Page 33: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/33.jpg)
![Page 34: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/34.jpg)
![Page 35: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/35.jpg)
![Page 36: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/36.jpg)
![Page 37: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/37.jpg)
![Page 38: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/38.jpg)
![Page 39: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/39.jpg)
![Page 40: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/40.jpg)
![Page 41: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/41.jpg)
![Page 42: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/42.jpg)
So what are these hipsters upto?
![Page 43: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/43.jpg)
![Page 44: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/44.jpg)
![Page 45: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/45.jpg)
![Page 46: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/46.jpg)
Looking
![Page 47: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/47.jpg)
![Page 48: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/48.jpg)
Understanding
![Page 49: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/49.jpg)
![Page 50: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/50.jpg)
![Page 51: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/51.jpg)
![Page 52: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/52.jpg)
Making
![Page 53: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/53.jpg)
![Page 54: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/54.jpg)
![Page 55: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/55.jpg)
![Page 56: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/56.jpg)
![Page 57: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/57.jpg)
![Page 58: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/58.jpg)
![Page 59: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/59.jpg)
![Page 60: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/60.jpg)
Teaching
![Page 61: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/61.jpg)
![Page 62: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/62.jpg)
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 products and services
Competency at a product level
UI
User Interface
The interface customers use to interact with your products and services
Competency at an interface level
CJ
Customer Journey
The end to end experience for a particular customer need or life stage
Competency at a cross channel level
![Page 63: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/63.jpg)
CX
CJ CJ CJ
UX UX UX UX UX UX
UI UI UI UI UI UI UI UI UI UI UI UI
![Page 64: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/64.jpg)
Strategy Customer
Understanding Design
Measurement Governance Culture
![Page 65: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/65.jpg)
![Page 66: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/66.jpg)
![Page 67: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/67.jpg)
From Solving Problems To Creating Problem Solvers
![Page 68: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/68.jpg)
Omnichannel for banks is hard – cost, effort, data, change management Good UX can help bridge the gaps without the need for drastic surgery Culturally it’s a new thing, but the journey and benefits can be rewarding Good UX is now expected – everywhere!
![Page 69: User experience design for omni-channel customer service by Rob findlay](https://reader033.vdocument.in/reader033/viewer/2022042816/5590bba71a28abd9308b46bd/html5/thumbnails/69.jpg)
Thanks [email protected]