IDM-DT GroupAssignment 1 D H I

Design Thinking
Assignment By:
Dhruv Kumar Gupta
Ishika Malu
S Harshvardhan
Assignment Brief
Look at a any service offering. A service would be anything from "delivery

of courier" to "milk man services."
01 Map out all the service touchpoints, stakeholders, artifacts, actors and
relationships in the service.
02 Find need gaps in those. Through a mix of secondary research and user
research. State insights and ideas that create.
03 Suggest possible interventions in the "service" that may lead to a
improvement based on user insights.
Service Chosen And Steps Involved
Mobile Banking
- Setting up and Making a profile on the app/web
(Points covered by S Harshvardhan)
- Payment Process
(Points covered by Ishika Malu)
- Post Payment Process
(Points covered by Dhruv Kumar Gupta)

Process 1.a
- Go to your respective bank
Touch Points Actors Relationship Artifacts Stakeholders
account opener + Bank + Account

Bank branch professional/formal passbook/receipt
bank executive Holder(User)
Process 1.b
- Complete the formalities to register your mobile
number
User + Bank
Branch + Mobile Formal/Technical OTP User
executive
Process 1.c
- Fill the forms to activate internet/mobile banking
services on your account
User + Bank
Branch + Mobile Formal/Technical Receipt User + Bank server
executive
Process 1.d
- Install the respective bank’s mobile banking application
on your mobile
User + AppStore +
Website/App User Technical None
Bank
Process 1.e
- Register on the app using different ways such as using:
Debit Card/Mobile Number/Account Details
Card, OTP,
Website/App User Technical User + Bank
Passbook
Process 1.f
- The above process will most likely automatically set up
your internet/mobile banking profile so now you can
use the app to make payments or transfers using NEFT
or UPI
Website/App NiL Technical VPA, QR Code User + Bank

Process 1.g
- You also may use card-less withdrawal from ATM in
cases of some banks. You generate a one-time code on
your app and then enter that code on the ATM for
withdrawal.
Website/App, ATM User Technical OTP User + Bank

Process 1.h
- To set up UPI , you need to register your card number
on the app’s UPI portal and make a VPA(Virtual
payment address) and a UPI PIN to validate the
transactions.
Website/App User Technical Card, UPI PIN User + Bank

Process 2.a
- Log in to your Online Banking service
Website/app User (Payer) Technical Email/ sms User (Payer)+ bank

Process 2.b
- Click the 'Payment and transfers' link

Process 2.c
- Under Make a payment or Transfer click 'Make a
payment or transfer'

Process 2.d
- -Select the account to want to make the payment from

Process 2.e
- -Then select who you want to pay from the list in the
drop down menu

Process 2.f
- -Enter the amount and select if you want to make the
payment now or schedule it for a later date

Process 2.g
- -Then click 'Next'

Process 2.h
- -You will now see a screen confirming the details you
have selected. If you are happy to continue tick the
scam warning message and click 'Confirm'

Process 2.i
- -You will see a final confirmation screen showing that
your payment has been arranged. You can now go back
to review your accounts or make another payment

Process 3.a
- After the payment is confirmed we get the payment
confirmation
Payer + Payee +
Website/app User (Payer) Technical sms/ notification
Bank
Process 3.b
- Along with it we might get a cashback coupon/ scratch
card
Website/app User (Payer) Technical notification/sms Payer + Bank

Process 3.c
- In the case of a cashback coupon, we click on the
coupon and press redeem
Website/app User (Payer) Technical app Payer

Process 3.d
- Then we get receive the cashback amount in our
account/wallet
sms/notification/ema
Website/app User (Payer) Technical Bank + Payer
il
Process 3.e
- In case of a scratch card we click on it/ click on claim
Website/app User (Payer) Technical app/ notification Payer

Process 3.f
- Then we scratch the card

Process 3.g
- And we either get cashback or a coupon or nothing
Website/app User (Payer) Technical app Payer + Bank

Process 3.h
- In the case of a coupon we save it for future use.

Process 3.i
- Then we go back to our work or if an ad pops up then
we might click on it to check out the product/ service
advertised

PROBLEMS FACED AND THEIR SOLUTIONS
1 - Often the bank servers are down which lead to inability to transfer or
payments
Solution -
The bank app developers or management team should have multiple
channelized servers for different transaction amount brackets which
will channelize the server load to not one but multiple servers so that
if one crashes the other servers take over their processes for
hasslefree transactions.
2 -In mobile banking for the security purposes, PIN or PASSWORD is
used which may be steal by the attacker or unauthorized user if
mobile device has loss or steal
Solution -
Use otp instead of pins or password. passwords if leaked can

be used repeatedly, but OTPs would require the fraudster to
repeatedly contact the owner/user.
3- Overspending- people tend to overspend, because we are
habitual of spending money in cash and feeling the cash lessen
in amount as we spend, in online banking we tend to overspend.
We can set a spending limit on the account weekly or so

according to customer
4 - Many people don't have phone with internet or they don’t even
have phones
Just like when a new company opens there's investment to

acquire a large loyal customer base, similarly, the
government should or maybe the banks should provide
smartphones/incentive for smartphones to people which will
in turn increase their productivity resulting in profit for the
government as well as the banks.
5. We have to register and deregister while changing phone
When the person shifts his sim to a different phone then the
account on the previous phone will get automatically
deactivated and in the new phone he can login into the new
phone
6- International transactions can be done without PIN or OTP and
only very few require such transactions so the chances of frauds
increase.
So for the people who don't have international transaction, we

can have a setting which doesn't allow any transactions of
that kind.
7. The banking app doesn't work on different phones for cases
having accounts with more than one number(with more than one
nominee)
In that case, the bank can send the message of transaction to

both the account holders and the otp would be sent to the
one who is making the payment
Thanks!
-Dhruv Kumar Gupta

(BFT/19/
-Ishika Malu
(BFT/19/
-S Harshvardhan
(BFT/19/106)

IDM-DT GroupAssignment 1 D H I

Uploaded by

Copyright:

Available Formats

IDM-DT GroupAssignment 1 D H I

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

IDM-DT GroupAssignment 1 D H I

Uploaded by

Copyright:

Available Formats

Design Thinking

Look at a any service offering. A service would be anything from "delivery

- Setting up and Making a profile on the app/web

(Points covered by S Harshvardhan)

(Points covered by Ishika Malu)

- Post Payment Process

(Points covered by Dhruv Kumar Gupta)

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

Touch Points Actors Relationship Artifacts Stakeholders

Touch Points Actors Relationship Artifacts Stakeholders

Touch Points Actors Relationship Artifacts Stakeholders

Touch Points Actors Relationship Artifacts Stakeholders

Website/App NiL Technical VPA, QR Code User + Bank

Touch Points Actors Relationship Artifacts Stakeholders

Website/App, ATM User Technical OTP User + Bank

Touch Points Actors Relationship Artifacts Stakeholders

Website/App User Technical Card, UPI PIN User + Bank

Touch Points Actors Relationship Artifacts Stakeholders

Website/app User (Payer) Technical Email/ sms User (Payer)+ bank

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

account opener + Bank + Account

Touch Points Actors Relationship Artifacts Stakeholders

Touch Points Actors Relationship Artifacts Stakeholders

Website/app User (Payer) Technical notification/sms Payer + Bank

Touch Points Actors Relationship Artifacts Stakeholders

Website/app User (Payer) Technical app Payer

Touch Points Actors Relationship Artifacts Stakeholders

Touch Points Actors Relationship Artifacts Stakeholders

Website/app User (Payer) Technical app/ notification Payer

Touch Points Actors Relationship Artifacts Stakeholders

Website/app User (Payer) Technical app Payer

Touch Points Actors Relationship Artifacts Stakeholders

Website/app User (Payer) Technical app Payer + Bank

Touch Points Actors Relationship Artifacts Stakeholders

Website/app User (Payer) Technical app Payer

Touch Points Actors Relationship Artifacts Stakeholders

Website/app User (Payer) Technical app Payer

Use otp instead of pins or password. passwords if leaked can

We can set a spending limit on the account weekly or so

Just like when a new company opens there's investment to

So for the people who don't have international transaction, we

In that case, the bank can send the message of transaction to

-Dhruv Kumar Gupta

You might also like