In 2010, Jin Kang Zwicky, the vice president of Oversea-Chinese Banking Corporation Limited (OCBC Bank)’s Experience Design & Group Customer Experience division, and her team conducted ethnographical studies to understand the concerns of millennials – students to young working adults. They applied design thinking methodology to the bank’s processes to uncover the underlying needs of the bank’s customers. Their aim was to design “user-centred” services to help millennials become confident and capable of making strong financial decisions (Paperny, 2015). The outcome of the research and prototyping exercise was FRANK by OCBC – designed with core values of delivering simple, stylish and meaningful banking experience.
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