UX Design in DBS Bank: Mark Law

Tell us more about yourself, and what does design mean to you?

I started in industrial design before expanding into the broader discipline of experience design, eventually working at the intersection of UX, strategy and branding. Now I lead the consumer banking design team at DBS.

For me, design is about storytelling—crafting narratives through visuals, interactions and experiences to shape behaviour and influence outcomes. It’s about creating solutions that resonate and making a tangible difference, subtly guiding users toward better and more intuitive experiences.

Design also has a unique way of aligning teams, bringing diverse perspectives together to work toward a shared vision that serves both users and the business.

What do you see as the next big evolution for design?

The next big leap is design becoming even more embedded in AI and automation. Design will shift from crafting individual products to shaping adaptive, predictive systems. Personalisation at scale will play a key role and the challenge will be to balance data-driven decisions with empathy.

Designers will need to orchestrate experiences across areas like finance, healthcare and education—spaces where real-time adaptation can make a significant impact.

What drives you to push the boundaries of design in a structured industry like banking?

Banking has many opportunities to drive meaningful change. I’m driven by the challenge of making complex systems intuitive and customer-first. The satisfaction comes from solving the tension between regulations, business goals and user needs.

How do you promote a design thinking mindset across multidisciplinary teams that might not have a design background?

I focus on building trust and encouraging collaboration through open discussions, workshops and shared goals. When teams see design as a collaborative process rather than a handoff, it creates alignment and fosters a shared sense of purpose.

What is one design tool you cannot live without?

I don’t like getting too dependent on any single tool, but one ‘tool’ that I find incredibly powerful is rapid prototyping. It’s a powerful way to learn early and fast. By putting ideas into tangible form, you quickly uncover issues, test solutions and refine concepts.

It turns abstract thinking into actionable insights, helps in aligning teams and moves projects forward with confidence.

Who is your favourite designer and why?

It’s hard to choose, but I’d have to say Jonathan Ive. His ability to blend industrial, digital and experiential design into iconic, ownable experiences is inspiring. His work is thoughtful, refined, seamlessly integrating form and function.

More than that, Ive’s designs have shaped culture—setting new standards for how products feel, look and function, influencing not just industries but the way people interact with technology in their daily lives.

If you could turn back time, what advice would you give to your younger self?

I’d tell myself to embrace failure earlier. I spent too much time trying to get things perfect the first time, but design is iterative—it’s about learning and evolving. Also, I’d remind myself to take care of my health. The work will always be there, but if you burn out, you’re no good to your team or yourself.