Customer-obsessed: Designing Exceptional Experiences for CPF Members

ABOUT

This talk and guided tour held at the new CPF Woodlands Service Centre showcases the CPF Board’s customer-obsessed approach and commitment to designing and delivering exceptional services.

Gain insights and practical tips on how the CPF Board applies its multidisciplinary, human-centred design framework “Research-Design-Test” when undertaking extensive customer research, analysis, and experimentation. The framework allows both spoken and unspoken needs of CPF members – especially those of the elderly and vulnerable – to be uncovered. These insights are applied to the redesign of the CPF Board’s service centres and digital service experience.

The guided tour segment will allow you to experience and interact with different parts of the new CPF Woodlands Service Centre.

ORGANISER

Central Provident Fund (CPF) Board

The Central Provident Fund (CPF) Board helps 4 million members save for their retirement, healthcare, and housing needs. As the trustee of the nation’s retirement savings, the Board serves CPF members knowing that it makes a difference. The CPF Board is renowned for its customer-obsessed approach to designing and delivering exceptional services.

CONTACT

Name: Sabrina Foo
Email Address: sabrina_foo@cpf.gov.sg

Top image: The new CPF Woodlands Service Centre, designed by Alton Chui of D’Perception Singapore. Image courtesy of CPF Board.