Client stories
Specific notes from banking teams who asked us to walk a path with them.
Extended story: DuitNow confirmation after dark
A regional retail bank asked for a Digital Banking Journey Review on peer transfers after evening complaint spikes. Walkthroughs on mid-range Android devices over consumer mobile data showed the success screen arriving after a blank pause long enough that customers tapped back and initiated duplicates. Analytics had labelled both attempts as “completed transfers,” which hid the confusion.
We sat with channel, fraud, and content owners in the workshop. The mild reservation from their side: staging had not reproduced the pause, so they needed a week of production sampling before changing copy. Once confirmed, they added an intermediate “still working” state and clearer duplicate warnings. Complaint tags for “double transfer worry” fell in the following release window.
Voices from other engagements
The onboarding walkthrough caught our address form rejecting East Malaysian postcodes that staff still accepted in branch. Awkward to hear; necessary.
Acquisition lead, digital banking unit
Handoff study showed our branch QR codes expired while customers were still parking. We shortened the lobby script instead of blaming the app alone.
State retail managerTransaction diagnostics were narrower than a full journey review, which suited our bill-pay hotfix calendar. We wished we had booked the workshop room earlier — remote facilitation ran tight.
Payments product ownerThey refused to inflate severity on a cosmetic animation issue we were anxious about. That restraint made the real OTP recovery findings easier to fund.
Experience design lead