1. Challenge: Describe your challenge, including all relevant information.

In the electronics/digital payment industry, there is a variant of payment card that

individuals or corporate could acquire without necessarily having an account relationship

with the bank nor a credit relationship. This class of card is called the Prepaid Card. The

major limitation of this card lies in its flexibility of onboarding, since minimal customer

information was received at the point of onboarding, most financial institutions do create

a standalone system for the management of both the financial and non-financial

functionality of the card, thus it makes customer experience not flexible enough. The

loading and unloading of the card by customers must be done in a semimanual way, as

opposed to the expectation of customers in the digital era.

2. Selection: In your own words, briefly describe the tool you selected (e.g., what it is and

why you selected it for your challenge -- including any appropriate video lecture

references).

Mind mapping is a method of relating problems with possible solutions. Mind mapping

stands to answer the questions: do I really know the problem? Is my thought of solutions

appropriate for the problem or could solve the problem? I selected mind mapping tool

because it helps to understand the mind of customers by empathy. Refer to the video

lecture: Mind mapping tool by Darton professor, Cindy Smith.

3. Application: Describe how you applied the tool you selected to your challenge (e.g., what

you did and how the tool was applied effectively or ineffectively).

How I applied the mind mapping tool:

a. After the data collection, I presented the available data for everyone to

see.

b. Sent a survey to all members of the electronics banking team for

reaction, based on the data collected.

c. Each unit in the department is recognized as a cluster and they are

asked to select learning/data that forms a good idea.

d. We picked out the good stuff according to units as a cluster.

e. Review the observations of the participants and make insights from

them, on a unit/cluster level.

f.  Translate insights into design

Meanwhile, mind mapping is a design criterion, not the design itself. It is ineffective in

some ways because design thinking (creating a creative design) goes beyond only the

asks of customers as they might not even be able to identify their valid needs themselves.

4. Insight: Describe the insight you gained from applying the tool you selected to your

challenge (e.g., how an insight affected your thinking about the challenge and about

design thinking more broadly).

An insight came up from the participants comment on the for prepaid card to act like

a debit card, but still with its minimal onboarding documentation requirement.

This insight gave a clue to the management of Prepaid card, using the same IT

infrastructure as it is applicable in debit card with similar flow of transactions and

customer feedback mechanism.

5. Approach: Describe what you might do differently next time -- applying the same tool you

selected or a different one -- and the reason(s) why.

I should have collected data also on the other variants of payment cards, other than

the prepaid. This is to enable the participants to be more informed about the

functionalities.


1 . Challenge : Describe your challenge , including all relevant information . In the electronics / digital payment industry , there is a variant of payment card that individuals or corporate could acquire without necessarily having an account relationship with the bank nor a credit relationship . This class of card is called the Prepaid Card . The major limitation of this card lies in its flexibility of onboarding , since minimal customer information was received at the point of onboarding , most financial institutions do create a standalone system for the management of both the financial and non - financial functionality of the card , thus it makes customer experience not flexible enough . The loading and unloading of the card by customers must be done in a semimanual way , as opposed to the expectation of customers in the digital era . 2 . Selection : In your own words , briefly describe the tool you selected ( e.g. , what it is and why you selected it for your challenge -- including any appropriate video lecture references ) . Mind mapping is a method of relating problems with possible solutions . Mind mapping stands to answer the questions : do I really know the problem ? Is my thought of solutions appropriate for the problem or could solve the problem ? I selected mind mapping tool because it helps to understand the mind of customers by empathy . Refer to the video lecture : Mind mapping tool by Darton professor , Cindy Smith . 3 . Application : Describe how you applied the tool you selected to your challenge ( e.g. , what you did and how the tool was applied effectively or ineffectively ) . How I applied the mind mapping tool : a. After the data collection , I presented the available data for everyone to see . b. Sent a survey to all members of the electronics banking team for reaction , based on the data collected . c. Each unit in the department is recognized as a cluster and they are asked to select learning / data that forms a good idea . d. We picked out the good stuff according to units as a cluster . e. Review the observations of the participants and make insights from them , on a unit / cluster level . f. Translate insights into design Meanwhile , mind mapping is a design criterion , not the design itself . It is ineffective in some ways because design thinking ( creating a creative design ) goes beyond only the asks of customers as they might not even be able to identify their valid needs themselves . 4 . Insight : Describe the insight you gained from applying the tool you selected to your challenge ( e.g. , how an insight affected your thinking about the challenge and about design thinking more broadly ) . An insight came up from the participants comment on the for prepaid card to act like a debit card , but still with its minimal onboarding documentation requirement . This insight gave a clue to the management of Prepaid card , using the same IT infrastructure as it is applicable in debit card with similar flow of transactions and customer feedback mechanism . 5 . Approach : Describe what you might do differently next time -- applying the same tool you selected or a different one -- and the reason(s ) why . I should have collected data also on the other variants of payment cards , other than the prepaid . This is to enable the participants to be more informed about the functionalities .