Modernize Your Card PIN Change Experience Qorus Banking Innovation Awards 2023
SingaporeCategory
Reimagining the Customer ExperienceKeyword
Customer experience, Cybersecurity & Authentication, Payments, Retail banking
Innovation presentation
The problem: The existing UI was outdated and confusing, driving the need for change. Our vision was to create a seamless and user-friendly experience for cardholders. We aimed to simplify the PIN change process, making it accessible to all users. We assembled a cross-functional team of designers, developers and user experience experts. Collaborations and diversity were key to our success. The design phase focused on simplicity. Our developers worked closely with designers to implement the new UI. The use of modern technology ensured a smooth and secure experience. Robust security features were integrated to protect users' sensitive information. PIN changes were made safer than ever. Rigorous testing and quality assurance ensured a bug-free launch. Performance and usability were thoroughly evaluated. We launched the revamped Card PIN change on 26 May 2023. Over the past 2 months post launch, we see significant drop to the Customer service request via call centre by 39%.
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