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What kind of bank do you use?, Why did you decide to use this method of…

- - - - How do you access your ___ bank account
        
        DIGITAL
        
        What are the features you use most frequently within the DBS digibank or PayLah! apps, and what motivates this frequency?
        
        Have you ever seen a transaction or a fee on your statement that you didn't understand? How did you handle that and how did you feel about it?
        
        Tell me about a time when a banking transaction with DBS failed, or you found the app confusing. What exactly happened?
        
        3 more items...
        
        PHYSICAL
        
        How often do you travel to branches and what do you do there?
        
        What are the reasons you might choose to use a physical branch instead of the mobile app for a specific service? (Shu Kai)
        
        1 more item...
        
        If answer is do not visit branches often
- - - - (2A) OPEN QUESTION
        
        What bank do you use?
        NOTE: Only ask if the user didn't indicate their bank of choice then head back to 3.
      - (3) CLOSED/LEADING QUESTION
        
        How do you usually access your [bank name] bank account & what do you usually use it for?
        (what is your impression about this, positve/negative)
        NOTE: Only ask this if user only indicated the bank of choice without expanding.
        
        (5) ESTABLISHED BANK
        
        Could you walk me through the last time you used your bank's app/visited a physical branch - what were you trying to do & what actually happened?
        
        GOOD
        
        (5B) CLOSED/LEADING QUESTION
        
        Since you do not visit branches often, what are the main factors that led you to choose digital or remote banking instead?
        
        (7) CLOSED QUESTION
        
        Have you ever had to call or visit a bank (branch) because you couldn't resolve something through the app?
        
        2 more items...
        
        GOOD
        
        (5C) CLOSED/LEADING QUESTION
        
        What are the features you use most frequently within the [bank name]'s app & what motivates this frequency?
        
        (8) OPEN QUESTION
        
        Tell me more about your experience with the [feature name] feature*.
        
        1 more item...
        
        BAD
        
        (5A) CLOSED/LEADING QUESTION
        
        Did it felt like your bank helped you handle it, or were you on your own?
        
        (6) CLOSED/LEADING QUESTION
        
        In your opinion, which features made your banking experience smoother?
        
        1 more item...
        
        Possible follow up:
        Do you recall any positive and negative situations u encountered
        (Skip to primary objective)
        
        What is the biggest 'fear' you have when it comes to digital banking? (e.g., getting scammed, losing your phone, overspending without realizing) (kemu)
        
        1 more item...
        
        (4) DIGITAL BANK
        
        Could you walk me through the last time you used your bank's app - what was being done & what ended up happening. (Note: Interviewee may not be able to recall events in details so might have to ask follow up questions if not accept vague answers)(regarding..... what is your impression on this, are you satisfied/happy with this)
- - - - CLOSING QNS