Design thinking has led to tremendous improvements in business practices and customer service at a multitude of organizations. 

DBS Bank in Singapore initially followed the standard playbook for design thinking, though it adopted a ‘4D’ framework of ‘discover, define, develop, and deliver’. It soon strengthened the standard practices by implementing data-informed design thinking, which enabled staff to embed data into their design thinking practices and deliver an even better customer experience. 

The results are self-evident, as DBS Bank was named the Best Bank in the World by Global Finance in 2018. 

This paper: 

• Explains the processes DBS Bank went through on its design thinking journey
• Provides tangible examples of how the bank uses design thinking
• Outlines how DBS is building on its success by embedding data into design thinking practices to deliver better results