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Interviewer view · keep this screen to yourself

A Singapore bank wants more young customers to use its credit card

You run the case. Read the prompt, answer questions from the notes below, and share data only when the candidate asks for it or gets stuck. Score at the end.

Case timer

00:00

Target length:

1. Read the prompt aloud

Read it slowly, then pause. Let the candidate ask questions before they structure.

What could the bank do to get more customers aged 20 to 30 to use its credit card?

2. Answers to clarifying questions

This case has no scripted clarifying answers. Answer from the prompt, and say "assume what you think is reasonable" if the prompt does not cover it.

3. A model structure

Compare the candidate's structure with this one. A different split can be just as good if it is clean and fits the problem.

  • More card use by young customers
    • Get the card to more young people (acquisition)
    • Make holders use it more often (usage)
    • Keep them from switching to rivals (retention)

4. The working, step by step

Each step shows how a strong candidate works it out. Share a new fact from it only when the candidate asks or is stuck, and let them do the math: the result in the dark box is what they should reach.

  1. Step 1: Acquisition ideas

    What a strong candidate does: Instant approval in the app; partnerships with universities and first employers; a welcome bonus in SGD for the first three payments.

  2. Step 2: Usage ideas

    What a strong candidate does: Rewards on the things young people buy often (food delivery, ride-hailing, streaming); easy split-bill features; making the card the default in mobile wallets.

  3. Step 3: Retention ideas

    What a strong candidate does: No annual fee for the first years; spending insights in the app; fast customer service in chat.

  4. Step 4: Rank them

    What a strong candidate does: Rewards on food delivery and ride-hailing are high impact and easy (partners exist). Instant in-app approval is high impact but harder (credit checks and systems). No annual fee is easy but lower impact alone.

The recommendation to listen for

At the end, say: "The CEO walks in. What is your recommendation?"

Start with rewards on everyday spending and default placement in mobile wallets: quick to launch and aimed at how young customers pay. Plan instant in-app approval as the bigger project.

Score the candidate

Score each criterion from 1 to 5. A 2 or a 4 sits between the descriptions.

This case has no exhibit. Score Exhibit reading on how the candidate used the data you gave them: did they pick out the number that matters and say what it means?

Structuring
1
No clear structure, or a memorized framework that does not fit the problem.
3
A sensible structure, but with some overlap, a gap, or no clear priority.
5
A structure built for this problem, with no overlap and no gaps, a stated hypothesis, and a clear first step.
Math
1
Frequent errors, no units, or needed heavy help to finish.
3
Right answers but slow or messy working, or one error caught late.
5
Accurate and clearly narrated, with units, a sense check, and what the number means.
Exhibit reading
1
Read the chart aloud without finding the number that matters.
3
Found the key number but gave only part of the so-what.
5
Pulled the right number quickly and said what it means for the case.
Synthesis
1
Summarized what was done, with no clear answer.
3
Gave an answer, but with weak reasons or no next step.
5
Answer first, then two or three reasons with numbers, the main risk, and next steps.
Communication
1
Hard to follow: long silences, no signposting.
3
Clear most of the time, with some rambling.
5
Calm and concise, signposted each step, and checked in with the interviewer.

Total

0 out of 25

Score all five criteria to see the band and the feedback template.