Kakao Pay Securities CEO Shin Hocheol Holds Nationwide Customer Meetings: "User Experience Innovation"

Kakao Pay Securities announced on May 19 that, in an effort to strengthen its user-centered services, it held a series of "customer meetings" over the past two months, visiting six regions across the country to meet customers in person.

This initiative was designed to go beyond the company's existing data-driven approach, aiming to gain a deeper understanding of actual user experiences and reflect these insights in service improvements.

In Seoul, Gyeonggi, Busan, Daegu, Gwangju, and Jeju, CEO Shin Hocheol personally met with users who were selected based on various criteria such as gender, transaction volume, and date of account opening. During these one-on-one meetings, he listened extensively to their inconveniences and requests for improvement experienced while using the service.

CEO Shin Hocheol explained the purpose of the initiative, stating, "In the securities business, simply creating and offering a good product is not enough. I believe that understanding the customer journey and reflecting their detailed needs is the essence of true customer-centric management."

During their meetings with CEO Shin, users shared a variety of feedback, including somewhat inconvenient usability on certain older mobile phone models, requests to improve the UX of the trading interface, and suggestions regarding the addition or removal of specific features. Kakao Pay Securities responded swiftly by immediately reviewing the feedback and quickly establishing directions for improvement.

In particular, the company was able to directly observe the conversion process of users who began investing in stocks naturally through KakaoTalk and the Kakao Pay app. It also heard firsthand the reasons why new users who started trading in the past two to three years are actively utilizing the company's platform.

CEO Shin emphasized, "The voice of the customer is more than just a list of inconveniences; it serves as a compass that guides the direction we should take. Moving forward, we will continue to supplement data analysis with insights gained through direct communication, and faithfully reflect them in our product and service innovation."

Kakao Pay Securities plans to make these customer meetings a regular part of its operations, not just a one-off event, and will pursue ongoing customer engagement programs such as focus group interviews (FGI) in the future.