UOB SMS Q Portal

Feature design

Project Overview

I was part of this project when it began in 2020, helping UOB introduce an SMS Branch Q feature for the bank’s desktop and mobile apps. By sending a quick text or tapping a button, customers could join branch queues remotely and reserve a spot for core services—Counter Services, Account Opening, Fixed Deposit, and Investments & Insurance—before they even arrived. It greatly reduced wait times and boosted overall customer satisfaction.

My Contributions

I translated user needs into clear flows and visuals, facilitated design iterations through prototyping, and collaborated with cross-functional teams (e.g., developers, stakeholders) to ensure a user-friendly, impactful SMS Branch Q experience for desktop and mobile.

UOB SMS Q
The SMS ‘Q’ service allows customers to request for a queue number via SMS prior to visiting DBS/POSB branches and receive notifications on the number of customers ahead of them. By not having to wait in line, customers can use the time before their turn as they choose.

UOB SMS Branch Q Portal: Four Core Services at Your Fingertips
UOB’s SMS Branch Q streamlines the customer experience by focusing on four key needs: Counter Services, Account Opening, Fixed Deposits, and Investments & Insurance. By offering a dedicated queue for each major service, customers can save time and receive focused assistance for faster, more efficient banking.

Q via the UOB TMRW app
Q via the UOB TMRW app was introduced in 2020. Previously, most UOB customers only got a queue number once they arrived at the branch, leading to longer waits. With this new feature, customers could secure their spot in line remotely, cutting down wait times and enhancing their overall banking experience.

Location Services
Allow to choose branch order between alphabetical.

Get Q Number
Field to input your phone number and simple validation

Waiting list number
Allow to choose branch order between alphabetical.

Confirmation notice
‍Allow Q ticket to be saved into photo gallery.
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