On the third installment of E-TalkTales, Chief User Experience Officer, Head of Consumer Finance and SVP of Union Bank of the Philippines Ms. Ana Delgado said that the bank’s transformation strategy years ago has made them contactless experience-ready or capable, which is very much the minimum standard now in the country while still under strict community quarantine.

Delgado highlighted several milestones in their pursuit to make banking easier for the consumers especially now with all the restrictions:

👉 UB employees are 90% WFH since the start of quarantine
👉 UB App allows Digital Account Opening
👉 UB App allows Digital Check Deposit and Clearing
👉 UB App  allows Pre-staged Transactions
👉 Easily send money through UB to remittance centers
👉 Deposit anywhere via 711 branches

To site the effectiveness of their contactless banking solutions, Delgado said that Unionbank Online App Sign Ups and Digital Accounts Opening are on a record high compared to last year’s figures.

In an age of social distancing where contactless solutions are the preferred options, however Delgado reiterated that companies must not forget that there is still a need for human touch in these transactions in order for them to become more meaningful for the end users.

“Contactless experience does not mean an experience devoid of human feelings and interactions. Rather, we feel that the experience should still, perhaps even more at this time, allow people to connect with each other,”

Delgado said during the webinar series that focused on contactless banking solutions and their importance in the new normal.

UnionBank has always employed a human-centric approach when it comes to the creation of digital solutions, and part of this is ensuring that customers are able to enjoy contactless experiences that are seamless while still being able to create meaningful human connections, especially amid the COVID-19 pandemic where physical interactions must be minimized as much as possible.

“What we are now focusing on is how we can increase the ability for people to connect to other people as they are doing financial transactions in a contactless world. For instance, when buying things via viber groups, how do we design our receipts to be more friendly? How do we make it easier for people to transfer using QR code?” Delgado said.

More than looking at the features that they currently have, Delgado pointed out how UnionBank is redesigning and repositioning these features. This is ingrained in a continuous cycle of testing, redefining, and deploying that allows them to deliver contactless solutions that address the different pain points of customers when making financial transactions online.

“We are constantly reviewing what we’ve launched. When we look at our design process, there are several layers to it. We always start with the customer and are led by the customer, which is why we have a purely digital and a hybrid approach,” she added.

Amid the pandemic where lockdown levels can change at any time, UnionBank doubled down on its commitment to respond quickly to the ever changing needs of customers, which the bank pins on its agile work culture.

“We expect that we will learn about more things that need to be prioritized, and I think, thanks to our agile way of working as part of our digital transformation, we are confident that we will be able to respond quickly,” Delgado said.

Joining Delgado in the panel is Unionbank Customer Experience Designer AJ Atienza and E-TalkTales moderator Quintin Pastrana.

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