Persona
BRAINY BRIAN
Brian is a typical student who wants to do well and secure a spot in a local university. As it is his final year, he has tons of modules to study. Furthermore, he is a school team member of the tennis club. Hence, he needs to manage his time well to make sure that he can cope with school and his commitments.
Likes
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Likes to spend time with friends
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Discussing about finance and investments
Dislikes
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Travelling far distances from house
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Long waiting time
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Crowded areas
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Distractions
AGE: 19
SCHOOL: Singapore Poly
COURSE: Banking & Finance
Frequently used social media
Current Goals
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Do well in school
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Have a good future
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Have fun in school
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To be financially literate
User Journey Map
BRIAN'S DISCOVERY OF HANGOUT@UOB
Brainy brian just ended his class at 11am and has another class at 3pm. He wants to find a place in school to work on his pending tasks.
1
On the way to food court 5, he passed by a huge poster about hangout@UOB in foodcourt 5 but, he didn’t care to take a hard look at it.
2
The poster of Hangout@UOB was not attractive enough to students.
# Pain Point 1
He stumbled across Hangout@UOB in foodcourt 5. He took notice of the seats available but he was unsure if he could even enter the branch. Even so, most of the tables available were either used or reserved with bags by students who were nowhere to be seen. He decided to head for his lunch.
3
# Opportunity 1
How can we create a better experience for students who want to use the study spaces in Hangout@UOB
# Pain Point 2/3
Students were unsure if they are allowed to come in.
Students are disappointed with the lack of proper management for the study spaces.
As he was heading out of foodcourt 5, he saw the finance-related content on the interactive TV. He found the content relevant and interesting.
4
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He also noticed a claw machine and a bunch of card games lying around. He was interested in it and picked it up to have a look at the games.
5
He was then approached by a staff member while walking around to open a UOB account. He felt sensitive about the topic as he did not really know much about UOB’s product and it was something concerning money. Hence, he did not really pay much attention to what the staff said.
6
# Pain Point 4
Students feel uncomfortable when staff are hard-selling them about opening a bank account due to the lack of knowledge and that money is a sensitive topic.
How can we find a way to educate them about UOB's benefits such that it does not come across as hard selling.
# Opportunity 2