Clueless Claude
Year 3 Electrical Engineering Student, 19
Persona
User Journey Map
1.
Claude visits FC5 frequently to study. He is aware of the branch but has not entered it before as he does not know the purpose of the branch.
Painpoint
opportunity
Is there a way for us to enlighten students at FC5/Passers-by about the purpose of the branch through multiple channels?
2.
Claude heard from a friend that students can actually study inside, hence he decided to visit the branch. The colourful concept of the branch also made him feel welcomed. However, none of the staff tended to him and he had to go to them.
3.
​Claude takes a glance in the branch and saw that there were tables and chairs, he takes a seat and begins studying. It was a conducive environment to study in as there were plugs to charge his devices and it was quieter as compared to FC5.
4.
Claude decides to take a break and went over to the claw machine. He asked the staff about the claw machine and she informed him that he needed to open an account to be eligible for the gifts in the claw machine.
5.
​Claude went on to ask about the different cards available but the staff did not seem to know very well. As a result, she spent extra time referring to the website to explain the features to him.
Painpoint
opportunity
How can we create a more seamless experience for customers when they open an account with UOB?
6.
Due to the time spent for the explanation of the cards and the slow wifi-connection of the staff’s iPad, the whole transaction lasted for more than 15 minutes.
7.
Once the account opening was completed, Claude received a Tote bag, stuffed toy, tumbler and metal straw. Claude also had a chance to win a soft toy at the claw machine.
8.
Before leaving, Claude decided to try the AI games on the TVs. He played the bubble-tea game and did not enjoy it as it required him to perform awkward poses. He is afraid other students in FC5 would judge him. The game was also lagging a little which affected his experience.
9.
After completing the tasks required in the game, he notices that there are attractive vouchers to be won
10.
He proceeds to scan the QR code as instructed but it takes him to the opening account website link. There was no information on how he could collect those deals. After that he packed up and left the branch
Painpoint
opportunity
How can we add value and improve the services and activities provided in branch in-terms of engaging and retaining students so that they will enjoy their experience at the branch and visit again?
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This is quite embarrassing..
Claude's Emotion Chart
