tag:blogger.com,1999:blog-52315501109527984362024-03-19T00:47:58.772-07:00Design Thinking for Innovation MonetizationAnonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.comBlogger10125tag:blogger.com,1999:blog-5231550110952798436.post-57301140507885434082015-12-13T05:07:00.002-08:002015-12-13T05:07:53.726-08:00Digital Disruption and Economies of Scale<div dir="ltr" style="text-align: left;" trbidi="on">
<span style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;">In the industrial revolution, mechanization and mass manufacturing achieved competitive advantage by concentrating production in large factories thus achieving economies of scale.</span><br style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;" /><br style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;" /><span style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;">In Digital revolution the information technology providers concentrated the computing resources in large datacenters where land & power are cheap. Thus was born the cloud computing. </span><br style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;" /><br style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;" /><span style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;">In Next level, the manufacturing is being disrupted by Digital Evolution of 3D printing and new business models around the CAD and 3D printing. Catching upon the long tail of manufacturing of one of custom product <a href="https://en.wikipedia.org/wiki/The_New_Age_of_Innovation" target="_blank">(N=1 R=G</a>) and maintenance of products that does is obsolete and parts not available.</span><br style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;" /><br style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;" /><span style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;">In Future, can we attain economies of scale by aggregating design and product technology knowhow, through a digital platform and creating new business models around it? For example, Recycling, Solar & Bio Power generation, organic Farming. </span><br />
<span style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;"><br /></span>
<span style="background-color: #fafafa;"><span style="color: rgba(0, 0, 0, 0.870588235294118); font-family: Roboto Slab, Times New Roman, serif;"><span style="font-size: 14px; line-height: 19px; white-space: pre-wrap;">Why can't this disruptive model be extended to the online commerce? by creating the hybrid commerce model, can we not create a Digital Platform to achieve economies of scale and yet let's the corner shop be independent? </span></span></span><br />
<span style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;"><br /></span>
<span style="background-color: #fafafa; color: rgba(0, 0, 0, 0.870588); font-family: 'Roboto Slab', 'Times New Roman', serif; font-size: 14px; line-height: 19px; white-space: pre-wrap;">I am evangelising this idea with two startups I mentor, <a href="http://www.uvapoint.com/" target="_blank">UVAPoint </a>and <a href="http://kheti-badi.com/" target="_blank">Kheti Badi</a>. </span></div>
Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0tag:blogger.com,1999:blog-5231550110952798436.post-2300528878096614972015-10-02T00:32:00.001-07:002015-10-02T00:32:55.784-07:00Yet Another Banking Innovation Blooper<div dir="ltr" style="text-align: left;" trbidi="on">
I was happy to see Kotak Bank's one time use <a href="http://www.kotak.com/personal-banking/cards/netcard.html" target="_blank">online card</a>, though it's not a novel product; as HDFC had earlier had this product called <a href="https://netsafe.hdfcbank.com/ACSWeb/enrolljsp/netsafe.jsp" target="_blank">NetSafe</a>, I used it quite extensively, as it worked fine, however a few months ago, it stopped working, and never came back online.<br />
<br />
Since, I had used this kind of product and found it very handy, I tried to use it. The card was generated instantly and the limit money blocked promptly.<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhr_hh8fszBzWRsNDLcewlQWyS5XYfSN-o2W7OB692lfHeUpmCOoITyyzYodS58KivsGGSDBKQD4JzWkypMfthmiGVWvyvvPq8f9i7weh8gcpi_Jt27Gt12stGUv-1LHsiudxTwlITKtlU/s1600/k-netcard-02oct15.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="205" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhr_hh8fszBzWRsNDLcewlQWyS5XYfSN-o2W7OB692lfHeUpmCOoITyyzYodS58KivsGGSDBKQD4JzWkypMfthmiGVWvyvvPq8f9i7weh8gcpi_Jt27Gt12stGUv-1LHsiudxTwlITKtlU/s320/k-netcard-02oct15.jpg" width="320" /></a></div>
I attempted to use it on<a href="http://bigbasket.com/" target="_blank"> Big Basket</a> checkout, but the card was refused by the payment gateway, <a href="https://www.payumoney.com/" target="_blank">PayU</a>, I retried it after half an hour with the same result.<br />
<br />
<div class="separator" style="clear: both; text-align: center;">
<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgXdXC8OQBiB-6R7S1zQ8Ush3ikG2rXxNxCYUqfeJvZ-8AYzgM_UVvWf-y-PAluGZL0LcDoowrXMbJpIu3_CzugKwlfQutwaTs7GCC_RSH24zuuH21hvn0Fht8ywW_BCnGOoa_SW6yo5D8/s1600/payu-refused-02oct15.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" height="219" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgXdXC8OQBiB-6R7S1zQ8Ush3ikG2rXxNxCYUqfeJvZ-8AYzgM_UVvWf-y-PAluGZL0LcDoowrXMbJpIu3_CzugKwlfQutwaTs7GCC_RSH24zuuH21hvn0Fht8ywW_BCnGOoa_SW6yo5D8/s320/payu-refused-02oct15.jpg" width="320" /></a></div>
<br />
I then tried it with loading the wallet of <a href="http://www.airtel.in/money/" target="_blank">Airtel Money</a>, but this too failed as well!<br />
<br />
I see a pattern here, of failed innovations in banking domain recently in India. see my previous blog on <a href="http://design-think-innomon.blogspot.in/2015/03/icici-bank-needs-to-fix-its-innovation.html" target="_blank">ICIC innovations</a>.<br />
<br />
My hypothesis on this fast paced failed innovation is that it is driven by panic setting in by <a href="http://www.slideshare.net/Tech_Evangelist/next-gen-banking-opportunities-in-inda" target="_blank">multiple new licenses</a>.<br />
<br />
Anyways, with Tokenization support provided by <a href="https://www.google.co.in/url?sa=t&rct=j&q=&esrc=s&source=web&cd=1&cad=rja&uact=8&ved=0CB0QFjAAahUKEwiel4nZoaPIAhUm5KYKHXGYA04&url=http%3A%2F%2Fwww.mpf.org.in%2Fpdf%2FNPCI%2520Unified%2520Payment%2520Interface.pdf&usg=AFQjCNFTA092YJj_5R7TCvkwXG_oBtwx3A" target="_blank">NPCI Unified Payment API (UPI)</a>, will make it obsolete anyways.<br />
<br /></div>
Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0tag:blogger.com,1999:blog-5231550110952798436.post-90809975013774748432015-09-14T23:05:00.003-07:002015-09-14T23:05:47.265-07:00Disconnected Sales and Delivery Process Costs <div dir="ltr" style="text-align: left;" trbidi="on">
Airtel representatives, ever since they launched their 4G service in NCR, about 4 weeks ago, has been calling me once or twice a week to ask if I wanted a free upgrade of their 4G SIM card. Every time I say yes, and they assure me after confirming my address and other details that it will reach me in 4 hours or sometimes they say 24 hours. But never happens!<br />
<br />
Next call I get every time is asking if I got the 4G SIM delivered? I ask, do you have a proof of delivery from your logistics partner? Answer is "This we don't know".<br />
<br />
And, the cycle repeats.<br />
<br />
This indicates a broken process integration between the Customer Acquisition Lifecycle, where the sales process is disjoint from the Logistics and Supply Chain.<br />
<br />
Not only this costs Airtel money, lost in opportunity cost; But also Airtel Brand takes a hit every time it irritates a customer.<br />
<br />
Lesson Learnt: Close the process loop between various functional lines of business. This can be achieved by creating a CX (Customer Experience) process that connects all the dots across the Lines of Businesses.<br />
<br />
<br /></div>
Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0tag:blogger.com,1999:blog-5231550110952798436.post-63099948916836900932015-03-28T09:45:00.002-07:002015-03-28T23:56:38.409-07:00Jugaad Innovation and Design Thinking <div dir="ltr" style="text-align: left;" trbidi="on">
I have been reading up on design thinking and Jugaad (frugal innovation) as practiced in India and elsewhere.<br />
<br />
So, while internalizing and digesting the thoughts presented, as well as encountering countless Jugaad innovation in my daily life, I tend to wonder how these two are linked with each other? or are they disjoint ideas, meant for different customer segments?<br />
<br />
The common perception I first got from my colleagues was that Jugaad belonged to the Bottom of the Pyramid while Design Thinking applied to Top and Mid of The Pyramid (I am using the Late Prof. CK Prahalad's paradigm here).<br />
<br />
But today this hypothesis was disproved by a carpenter today !<br />
<br />
This weekend, a carpenter came to do minor repairs in my house. One of the wardrobes handles had come out and needed a replacement. He convinced by wife, that he will come back "next week" (which never happens); But he will do a Jugaad for now! The "Jugaad" word triggered my interest and putting my kindle down, I tuned into the what and how he may make it work?<br />
<br />
After about 5 minutes of deliberation he replaced the broken handle with a piece of string tied between two nails to create a make shift "handle". It serves it's purpose, and since it was not visible from outside the wardrobe, my better half was pacified, and also I was happy as it saved me a trip to local hardware store. Now she can order a handle at leisure on-line. <br />
<br />
So what was happening here? I could map his deliberation to <b>Idealization</b> process of Design Thinking, and his Jugaad as a <b>Rapid Prototype</b>.<br />
<br />
Today, I learned from the carpenter that Jugaad and Design Thinking can be mapped.<br />
<br />
<b>Jugaad or frugal innovation, can be thought as a functional rapid prototype </b>.<br />
<br />
<h3 style="text-align: left;">
References:</h3>
Jugaad Innovation: A frugal and flexible approach to innovation for the 21st century<br />
by Navi et. al.<br />
<br />
<iframe frameborder="0" marginheight="0" marginwidth="0" scrolling="no" src="//ws-in.amazon-adsystem.com/widgets/q?ServiceVersion=20070822&OneJS=1&Operation=GetAdHtml&MarketPlace=IN&source=ac&ref=qf_sp_asin_til&ad_type=product_link&tracking_id=ashishbanerje-21&marketplace=amazon&region=IN&placement=818400205X&asins=818400205X&linkId=KSZEZKXOJYSGS7WM&show_border=true&link_opens_in_new_window=false" style="height: 240px; width: 120px;">
</iframe>
<br />
<br />
Design Thinking for Strategic Innovation: What They Can't Teach You at Business or Design School. By Idris Mootee
<br />
<br />
<iframe frameborder="0" marginheight="0" marginwidth="0" scrolling="no" src="//ws-in.amazon-adsystem.com/widgets/q?ServiceVersion=20070822&OneJS=1&Operation=GetAdHtml&MarketPlace=IN&source=ac&ref=tf_til&ad_type=product_link&tracking_id=ashishbanerje-21&marketplace=amazon&region=IN&placement=1118620127&asins=1118620127&linkId=NF66NKR3ERFAGNKB&show_border=true&link_opens_in_new_window=false" style="height: 240px; width: 120px;">
</iframe>
<br />
<br />
Fortune at the Bottom of the Pyramid, The: Eradicating Poverty Through Profits.<br />
By CK Prahalad<br />
<br />
<iframe frameborder="0" marginheight="0" marginwidth="0" scrolling="no" src="//ws-in.amazon-adsystem.com/widgets/q?ServiceVersion=20070822&OneJS=1&Operation=GetAdHtml&MarketPlace=IN&source=ac&ref=tf_til&ad_type=product_link&tracking_id=ashishbanerje-21&marketplace=amazon&region=IN&placement=B000P28WC6&asins=B000P28WC6&linkId=2O64GUGSA5DWMLJA&show_border=true&link_opens_in_new_window=false" style="height: 240px; width: 120px;">
</iframe>
</div>
Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0tag:blogger.com,1999:blog-5231550110952798436.post-35520388020478698162015-03-06T22:10:00.004-08:002015-03-06T22:10:47.847-08:00ICICI Bank Needs to Fix it's Innovation Engine<div dir="ltr" style="text-align: left;" trbidi="on">
Fast paced innovation is unheard of in the conventional banking domain. Yet, ICICI is an outlier in the banking and payment innovation space. It has been a front runner in Social Payments innovations as well.<br />
<br />
ICICI had launched it's Facebook enabled social saving products, iWish, where friends can pitch in some money to help you meet a goal faster. This was more than one year before RBI issued Social Commerce guidelines in Nov 2014.<br />
<br />
Earlier it had a launched card-less ATM money withdrawal.<br />
<br />
Recently, it paced up it's innovations in order to compete with it's peers and smaller banks. Here is when I started facing #CX , Customer Experience, issues.<br />
<br />
First it's IMPS integration with National USSD Gateway, accessible from any mobile operator through, *99#, was flawed and could never get it to work even after escalating to my Relationship Manager of Privileged Banking Account.<br />
<br />
Then, it launched it's Mobile Banking, I could not get it to work on any of my 5 Android devices, including 2 tablets and 3 phones of various versions. It's TOTP (Timed One Time Password) App also did not work.<br />
<br />
Recently it launched Twitter Money Transfer, I was very excited, and tried to transfer a small amount; but I could not get the convoluted process to work, even after multiple SR (Service Request) and calling up my relationship manager multiple times I gave up.<br />
<br />
Finally, last week, it was the last straw on the camel's back, (Camel being the metaphor of the brand image here), it launched the Mobile Money Transfer App, called "Pockets". I tried it out and after lot of struggle I gave up on it as well.<br />
<br />
So, I conclude that while fast paced innovation in banking and payments market place is necessary for maintaining it's leadership, it should re-look into it's innovation process itself. It must avoid flops by rigorously testing the apps and social integrations before bringing and advertising it aggressively. <br />
As for me, I am moving away from ICICI bank, and have moved my e-commerce transactions to HDFC bank. Opened a Kotak Bank account for moving out of this messy apps.<br />
<br />
#CX, #CXGotcha, #PAYMENTS<br />
<br />
<a href="https://twitter.com/innomon/status/573033436698435584" target="_blank">https://twitter.com/innomon/status/573033436698435584</a></div>
Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0tag:blogger.com,1999:blog-5231550110952798436.post-2193995881783278562014-12-31T21:48:00.000-08:002014-12-31T22:07:04.068-08:00Indian Payment Trends I Expect to Unfold in 2015 <div dir="ltr" style="text-align: left;" trbidi="on">
Indian Payments marketplace trends will be segment dependent. I have borrowed upon <a href="http://en.wikipedia.org/wiki/The_Fortune_at_the_Bottom_of_the_Pyramid" target="_blank">CK Prahalad's Pyramid model,</a> while thinking about market segments.<br />
<br />
<h3 style="text-align: left;">
Top of the Pyramid</h3>
At the Top of the Pyramid segment, it will be social commerce, for example <a href="http://www.oxicash.in/" target="_blank">Oxicash</a> and <a href="http://www.icicibank.com/Personal-Banking/insta-banking/internet-banking/pockets-on-facebook/index.page" target="_blank">ICICI</a> are already providing transactions support over the social networks, others like <a href="http://eko.co.in/" target="_blank">EKO</a> will be launching their respective products.<br />
<br />
The <a href="http://designingcx.com/" target="_blank">CX (Customer Experience)</a> of Social Commerce will improve.<br />
<br />
<h3 style="text-align: left;">
Middle of the Pyramid</h3>
<a href="http://www.smartcardalliance.org/smart-cards-applications-nfc/#nfc" target="_blank">NFC based smart card </a>prepaid wallets will be more popular with the middle of the pyramid. Currently the prepaid smart cards are not inter-operable in India, even though the standards and regulations are in place, the B2B relationships are in search of a robust business model. Recently, I heard about a NFC enabled <a href="http://www.icicibank.com/Personal-Banking/cards/Consumer-Cards/unifare-cards/unifare-credit-card/index.page?#toptitle" target="_blank">ICICI Debit cards being co-branded with Delhi Metro</a>, so that it can be used for a seamless travel experience in Metro.<br />
<br />
<h3 style="text-align: left;">
Bottom of the Pyramid</h3>
For bottom of the Pyramid it will be card less ATM cash withdrawal, and Aadhar linked no frills accounts that can be transacted using a feature phone using <a href="http://www.npci.org.in/pro_over.aspx" target="_blank">National USSD Payments Gateway</a>.<br />
<br />
I wish for a better financially included India in the year 2015.<br />
<div>
<br /></div>
</div>
Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0Noida, Uttar Pradesh, India28.5355161 77.39102649999995328.312280599999998 77.068302999999958 28.7587516 77.713749999999948tag:blogger.com,1999:blog-5231550110952798436.post-46227780029934700462014-12-31T06:24:00.000-08:002014-12-31T06:24:00.039-08:00How ICICI Bank Looses e-Commerce Transactions <div dir="ltr" style="text-align: left;" trbidi="on">
Today, <a href="http://www.icicibank.com/" target="_blank">ICICI Bank</a> lost an opportunity to fulfill a payment for my evening shopping at <a href="http://www.snapdeal.com/" target="_blank">Snapdeal</a>.<br />
<br />
I saw a really good deal, with 80% off and decided to go for it. While checking out, I selected the Internet Banking payment option and choose ICICI Bank. However, after the first factor authentication, it's risk profile software, somehow decided to send me a SMS OTP (One Time Password) on my registered number, which happens to be a prepaid <a href="http://www.airtel.in/" target="_blank">Airtel</a> mobile. Being the end of the year, with SMS traffic on it's peak, the SMS failed to reach me on time and the transaction timed out.<br />
<br />
Fortunately, Snapdeal did not loose the transaction, and I could re-order from the shopping cart. I eventually had to pay by my virtual Visa Card.<br />
<br />
A few lessons I learned from the CX (Customer Experience) :<br />
<br />
<br />
<ul style="text-align: left;">
<li>It's a good idea not to empty the shopping cart before the transaction is fulfilled. I remember, Flipkart cleaned the cart out in past and I lost the full cart.</li>
<li>Banks should use more intelligent risk profiling, for example, I had logged into my ICICI Bank account about 15 minutes ago, using the same, IP, browser and the machine. If ICICI had taken a note of it, it could have avoided sending me an OTP and for second factor could have used the usual means of debit card matrix. </li>
<li>Be aware that SMS is not reliable, so either use USSD or send a backup OTP by mail. HDFC and Amex do this.</li>
<li>Having a mobile wallet would make immense sense for e-commerce sites. Flipkart has it.</li>
</ul>
<br /></div>
Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0tag:blogger.com,1999:blog-5231550110952798436.post-24129310954891618612014-10-21T19:33:00.001-07:002014-10-21T19:33:11.683-07:00User Experience of using Quick Response Code for LG and Monte Carlo<div dir="ltr" style="text-align: left;" trbidi="on">
Today early morning, being in a festive Diwali mood, I saw two advertisements in Hindustan Times, that I liked and wanted to buy. One was the newly launched LG Water Purifier and other was the sweater from the new winter collection from Monte Carlo.<br />
<br />
Both these products are my type of brands, the brands that I feel deliver value for money. <br />
<br />
Notably, both these advertisements had a Quick Response (QR) codes printed on them. QR codes are best for impulsive buying through mobile devices.<br />
<br />
As I was expecting an early morning call from my colleague, I had my phone near me. I used it to scan the QR code.<br />
<br />
I expected that the QR code will take me to a micro-site, which will be adaptive and responsive, made for multiple mobile form factors. Also, this micro site should have a simile of the paper advertisement, for a brand recall and a BUY NOW button. <br />
<br />
Both of these two QR codes linked sites disappointed me.<br />
<br />
The LG Water Purifier, QR code had a caption saying that to find out more details scan the QR code. While the site linked to QR code was a generic site for LG India. So, end of my CX (Customer Experience) journey.<br />
<br />
The Monte Carlo advertisement was more nearer to what I was expecting. It showed a page on my 5 inch Android Kitkat phone, that resembled the advertisement which had the QR code, and guess what, it also had a BUY button !!<br />
<br />
But as soon as I pressed the buy button, the experience started to turn sour. The size check box was not rendering correctly in vertical position (portrait mode), so I tried tilting it to horizontal (landscape) and then I could select the size. Then I pressed Next button. It put the product into a shopping cart. I expected a Pay now button, but it highlighted the continue shopping button, much as in a PC site. Anyways, I hunted for the checkout button, and pressed it. The page showed garbled, HTML content all over, it got me completely turned off, and I lost patience and shut the mobile browser down. Another lost opportunity to monetize a portion of an expensive news print advertisement on a national daily.<br />
<br />
Wish you all a Happy Diwali and a great shopping experience. </div>
Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0tag:blogger.com,1999:blog-5231550110952798436.post-26381770695782984742014-10-03T23:22:00.001-07:002014-10-21T19:39:24.548-07:00IMPS Merchant Payment is still a Challenge<div dir="ltr" style="text-align: left;" trbidi="on">
<h2 style="text-align: left;">
IMPS Merchant Payment is still a Challenge</h2>
<div>
I was excited to see that ebay India was listed as one of the IMPS (Immediate Mobile Payment System) <a href="http://www.npci.org.in/impsmerpay9a2.aspx" target="_blank">P2M (Person to Merchant)</a> for online shopping. I decided to try them out for my next buy.<br />
<br />
So, this weekend when was checking out from ebay, I decided to choose IMPS option. I usually use two banking accounts, HDFC and ICICI Bank. And both I realized did not support P2M OTP (one Time Password) generation. I also have Oxigen wallet, but since it was listed separately, and I know it works, so I tried using HDFC and ICICI banks. After two blotched attempts, and time outs, I realized that both these banks don't support P2M OTP transactions. <br />
<br />
I did not try out SBI, as much earlier, I had given up on SBI, due to their attitude as well as their online banking User Experience. I had posted. one of the samplers captured aptly by a SBI customer<a href="https://plus.google.com/101718683582924963279/posts/HcZ8LdNoi1q" target="_blank"> earlier at G+</a><br />
<br />
Thus, my conclusion is that the P2M User Experience (UX) needs to improve, it should be similar to that of a credit card transaction flow.<br />
<br />
For example:<br />
<br />
1. Shopper selects IMPS when checking out of online portal, Mobile number and MMID is asked once and can be saved in the profile for later re-use.<br />
<br />
2. The shopper receives a OTP via a SMS on her registered mobile.<br />
<br />
3. Shopper is promoted by the online for the OTP.<br />
<br />
4. Transaction completes, confirmation is sent by the bank to shopper's mobile.<br />
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The SMS OTP gateway should ideally be managed by NPCI, for a uniform customer experience.<br />
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Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0tag:blogger.com,1999:blog-5231550110952798436.post-34710403850219909342014-02-17T07:48:00.002-08:002014-10-21T19:38:46.247-07:00My Customer Experience Journey with Thomas Cook International Prepaid Card <div dir="ltr" style="text-align: left;" trbidi="on">
This blog is inspired by <a href="http://designingcx.com/about-designing-cx/" target="_blank">CX (Customer Experience) Design</a>, more specifically using the Customer Journey mapping tool, applied to my experience of trying to acquiring an International Prepaid Card.<br />
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We, as a family, had been planning a short vacation to Singapore, so on my way to recent Business Travel, I saw a large display advertisement at the Thomas Cook booth at T3 International terminal, New Delhi Airport. I went to the booth and wanted to buy the prepaid card. I was disappointed by the message delivered by the booth sales person, he said something like: "This is just an advertisement, please visit a city outlet to acquire the card". So, this was the first opportunity, missed by Thomas Cook to sell me the product. I was at the airport, ready with my Passport and boarding pass, they were willing to sell me traveler's check or change my currency, but NOT the product they were prominently displaying.<br />
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I <a href="http://www.whatsapp.com/" target="_blank">What's Apped</a> my wife about the Thomas Cook International prepaid card and requested her to checkout the city Thomas Cook outlet, she googled and found a nearby store at Sector 50, Noida, she was in the market at the time, so she just walked in to the store and asked if she could acquire the product. Surprise!!! She was told that this outlet does not sell it, but she needs to visit another outlet at Sector 18, about 5 kilometers from our home. She just let it go, did not bother. This was another opportunity lost for Thomas Cook to sell.<br />
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When I came back from my trip, I caught some fever, probably due to sudden change in weather; However, I requested her to try it online, at <a href="http://thomascook.in/">thomascook.in</a> , though skeptical, she gave it a try from her Android Tablet, it failed. Then she went to laptop, the transaction failed, she shared the screen shot with me on G+, and I <a href="http://twitter.com/" target="_blank">tweeted</a> it with the screen shot. Thomas Cook replied asking me to call the number on their web site. End of my journey to acquire the Thomas Cook Product.<br />
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Not a Happy Ending. but an excellent case study in how NOT to design a CX.<br />
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Anonymoushttp://www.blogger.com/profile/18019081827700745897noreply@blogger.com0