Abstract

In this talk, DBS will share the perspectives of combining data science with design thinking to solve business problems. The talk will discuss the following topics:

  • The importance of asking great questions
  • Combining the strengths of data analytics, ethnographic research and UX design to achieve joyful banking
  • The rise of hybrid insights in data driven service design
  • How DBS embeds hybrid insights in their design lifecycle

About The Speaker

Melissa Wong is the Head of Insights and Design, Technology and Operations, at DBS. She leads a team of ethnographers, UX designers and data analysts, coaching and bridging DBS internal teams in the areas of design thinking, data analytics and UX design. She joined the Bank in 2014 to develop DBS China Digital Bank after spending 9 years in China working in the digital field in financial services. Melissa previously held positions in Standard Chartered Bank as Head of Digital Banking and Head of Global Channel Operations and Customer Experience in both China and Singapore. In 2010-2011 she conceptualised the Mobile Banking suite for a China retail banking business with the aim to reinvent customer experience using new technologies, such as artificial intelligence and augmented reality for both backend and frontend applications in sales, servicing and advisory. Melissa Wong holds B. Arts and B. Commerce degrees from Melbourne University and is a Chartered Accountant with majors in Psychology and Chinese. She started her career in Mergers and Acquisitions with KPMG Corporate Finance (Australia), working in the private equity sector, after which she worked in the Infrastructure, Energy and Natural Resources arm, handling the government and private sector (PPP) energy and utility deals, and government infrastructure projects.