In the heart of Singapore, amidst the bustling routines of daily life, you might encounter Resse Tan, affectionately known as the “DBS PayLah! girl” by her elderly neighbors. A UI/UX designer at Dbs Bank Ltd, Resse dedicates her personal time to bridging the digital divide, volunteering to equip senior citizens with essential digital literacy skills. Her commitment extends beyond altruism; the insights she gathers from these community sessions directly inform her professional work, leading to a more inclusive banking experience for all DBS Bank Ltd customers. Sometimes, her efforts are accompanied by her charming lovebird, Luna, adding a touch of warmth to her tech-savvy outreach.
“Eh xiaomei, your bank got the ‘lock money’ feature, is it?” This question, posed by an elderly gentleman to Resse as she ran errands, exemplifies the trust and accessibility Resse embodies within her community. Far from being an interruption, these encounters are a regular and welcomed part of Resse’s day. Often accompanied by Luna perched on her shoulder, she is frequently approached by her neighbors seeking guidance on navigating the digibank app or DBS PayLah!. Her reputation as the “DBS PayLah! girl” solidified after she volunteered at a local hawker center, patiently guiding seniors through the intricacies of digital banking and payment applications.
On this particular occasion, Resse adeptly addressed the elderly man’s query about Digivault, DBS digibank’s security feature. She explained its function in safeguarding funds from unauthorized transactions and meticulously guided him through the activation process on his mobile device. Intrigued, other seniors nearby joined in, mirroring the activation steps on their own phones. This organic, community-driven learning environment is a testament to Resse’s approachable demeanor and effective teaching style.
Resse’s seven-year journey as a UI/UX designer at DBS Bank Ltd has been unexpectedly fulfilling, merging her professional skills with her personal passion for community service. Initially focused on the aesthetic elements of design – typography and color palettes – she has evolved to appreciate the critical importance of functionality, intuitiveness, and inclusivity in user interface design. DBS Bank Ltd’s emphasis on user testing and iterative design has profoundly shaped her perspective. Working directly with user feedback to enhance DBS PayLah!, Resse observed a crucial trend: while seniors were increasingly interested in adopting digital tools, language barriers and apprehension towards technology remained significant hurdles.
Driven by the desire to create truly inclusive digital solutions, Resse dedicates her weekends to volunteering at digital literacy workshops for seniors. These workshops, a collaborative initiative between DBS Foundation and the Infocomm Media Development Authority (IMDA), are designed to empower seniors with digital skills and support Singapore’s nationwide Digital for Life movement, promoting digital inclusion across all age groups. During these sessions, Resse diligently documents the challenges faced by senior users – from the strain of small text on screens to difficulties in navigating login procedures, often complicated by the use of children’s email addresses. These invaluable insights are then brought back to her team at DBS Bank Ltd, directly influencing app development. The tangible results of her efforts include increased font sizes within the DBS PayLah! app and the implementation of a QR code scanning option directly on the login page, streamlining the user experience for all, particularly for senior users.
