PROBLEM DEFINE

Based on the above statement of the situation, we can ask the questions: Why is there a segment of the population that does not accept Internet digital banking well? We conclude that there are two reasons. From the bank's perspective, the current user experience of online banking lacks a human touch and the experience needs to be improved. How to make the operation smoother and help users solve their business needs efficiently online is the hard part. From the user's perspective, some users themselves are not sensitive to the Internet, while digital banking is difficult to operate and has low trust, and they are easily dissatisfied with the quality and efficiency of online services. Therefore, in order to help more users to accept digital banking, enjoy the convenience of the Internet, and save users' time cost, as well as to attract more potential members to join nationwide, we conducted a comprehensive service design optimization around the use of human touch in user experience, from three aspects: enhancing user awareness, clear interaction guidance, and efficient collection of feedback.

SOLUTION EXPLORATION

The service solution we provide has three parts. The first part is to educate users on the hands-on capabilities of using online banking apps through a toolkit and enhance their knowledge of digital operations. The second part works by optimizing the interaction process of online banking business processing, helps users find the required functions clearly—the third part, by building a user feedback collection platform to better listen to users' voices.

DEVELOP

Through these service adjustments, we have activated the content of the existing "Help" module to improve the efficiency of users' access to new features. The "Help" module is a gateway to help users solve problems quickly. Both those unfamiliar with IT, and those who are used to using online banking, can receive continuous and timely tips and tutorials on new features. It is also highly visualized, less challenging to understand, and can be used repeatedly, which is very friendly to people who are not familiar with IT and will make it easier for them to grasp and lower the psychological threshold for customers.

For the third part, we provide an efficient and timely feedback platform for user comments and can quickly categorize user feedback in response, thus enhancing the user's customer service experience, which is an important way to improve

the user's goodwill towards the product. At the same time, the company can listen to users' voices in this way and involve them in the discussion of ideal features; the content can be precisely classified, which will also become the

best place to collect suggestions for the next iteration of the bank's features.