UOB TMRW App 

Overview

My Role

Working team
UX Researcher, Lead content writer, Product owner, FBA, Legal & compliance, Fraud prevention & risk mgt, Ops & CX, QA & UAT

Duration
3 Sprints (6 weeks)

Platform
Web, iOS & Andriod

Tools used
Figma, Microsoft Teams, Excel

Responsibilities
Market Research, Ideation, UI/UX Design, Hi-fidelity wireframes, Usability Testing

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Overview

With scams becoming increasingly sophisticated, the Singapore Government and banks are strengthening their defences to better safeguard customers against fraud. As part of this effort, a mandatory 12-hour cooling period was introduced for high-risk activities, such as updating contact details, eGIRO set up and increasing card limits.

Spanning UOB Personal Internet Banking and the UOB TMRW app, this project focused on translating the regulatory requirement into a clear and reassuring end-to-end experience—from completing a contact detail update to understanding the cooling period and managing temporarily restricted banking activities.

The Goal

Implement a 12-hour cooling period that strengthens scam protection while keeping the experience clear and reassuring.

The Challenge

Balance regulatory and security requirements with minimal disruption across multiple banking platforms and journeys.

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Mapping the Impact

To help visualise and understand how the cooling period would affect interconnected journeys across platforms we mapped out a service blueprint. By listing all the activities that happen at each stage, we are able to uncover key dependencies, potential gaps and points of customer confusion that enabled us to create a consistent experience across the entire banking ecosystem.

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(INSERT SERVICE BLUEPRINT)
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Defining the experience principles

Keeping in line with the bank’s core experience principles of XXX, XXX & XXX
Core principles that guided our decisions 

(INSERT VISUAL)

• Inform before restricting: Explain the impact before customers confirm an update. 
• Make security understandable: Use clear language instead of regulatory terminology. 
• Provide visibility: Help customers understand when the cooling period starts and ends. 
• Reassure without creating alarm: Communicate protection without increasing anxiety. 
• Design for consistency: Apply common patterns across platforms and affected journeys. 
• Support legitimate urgency: Provide help paths for customers with time-sensitive needs.

Exploring key scenarios and edge cases

Focus on the complexity you had to resolve, rather than showing every wireframe.

Possible scenarios:

• Customer updates their contact details
• Customer sets up eGIRO
• Customer increases a card limit
• Customer attempts a restricted activity
• Multiple changes are made during an active cooling period
• Customer moves between web and mobile
• Cooling period ends while the customer is using the platform
• Customer does not recognise the triggering activity
• Customer requires urgent assistance

Explain:

• What decision had to be made
• What options you considered
• What trade-offs were involved
• Why the final approach was selected

⭐ KEY POINT
To address the need of a timely and straight-forward way to secure a consultation appointment.

• Available Date & Time slots are presented clearly for users to select.
  
  
• Prices are reflected on the slot, enabling better decision making.
  

Next Steps

Building on the teleconsultation booking flow as the core feature, we aim to expand service offerings by integrating options like Specialist Consultations, Clinic Visit bookings, AI features and more. Our goal is to enhance the app's functionality by increasing touchpoints that drive more user engagement, ultimately positioning ZumVet as an integral part of their pet's healthcare journey.

1.
︎︎︎As part of the scheduling portal, vet on duty was initially planned to be reflected as it was one of most common request we recieved from active users however, due to business constraints this was not made possible. Hopefully this can be revisited in future.

2.
︎︎︎Automating the scheduling process was a significant improvement for the business and product as a whole. It also felt very rewarding to get good feedbacks from users regarding the flow and UI.