“The way I see experience design is as a translation of business intent. Banks work with people, not just accounts. Therefore, their main business intent should be personalization, making each customer feel like the service is tailored to them.”
Shalien Kishore , Head of Product Design at SBS
In this episode, we tackle one of the biggest shifts in the financial world: personalization in banking. It’s no longer a “nice-to-have”, it’s the new standard. Customers expect experiences tailored to their needs, and banks that fail to deliver risk being left behind. To explore this topic, I’m joined by Shalien Kishore, Head of Product Design at SBS. She shares her thoughts on why personalization is more than a buzzword: it’s about translating business intent into meaningful customer experiences. Shalien explains how design bridges technology and human needs, making banking intuitive, responsive, and even delightful. We dive into practical examples: from adaptive layouts and simplified onboarding to real-time alerts. Shalien also shares how banks can move beyond product-centric thinking to become true enablers of financial well-being: guiding customers through life stages, anticipating needs, and offering solutions that feel personal and sincere.
Explore more on this theme in our article, Personalization at Scale: Why banks can’t afford to wait.