Service Design Drinks
W I R E / S E P T E M B E R 9 , 2 0 1 5
Designing for Financial Services
Katrin PhD Candidate, University of Potsdam
Who is inviting?
Olga Business Consultant, Fuxblau
Manuel Service Designer, Fuxblau
Mauro Designer Consultant, Boana
Martin Experience Designer, Nokia / HERE
Who is the host?
Broadcasting globally
Next up
Nina Birri Service Designer, S I L A B S
Sebastian Frederick Müller Experience designer S I L A B S
Designing for Financial Services Nina Birri & Sebastian Frederick Müller
Berlin, 9. September 2015
Nina Birri & Sebastian F. Müller
Money is quite a good invention!
Without Money:
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Nina Birri & Sebastian F. Müller
Money is a quite good invention!
Designing for Financial Services | S. 3 von 24
Nina Birri & Sebastian F. Müller
Money is a quite good invention!
With money:
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Nina Birri & Sebastian F. Müller
Money makes our daily life so much easier.
Visual: 190 Pages
www.190pages.de
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Nina Birri & Sebastian F. Müller
Design and the financial industry have a history together
Communication of value, growth and trust
Anton Stankowski, Logo Deutsche Bank 1974
Quelle: Stankowski-Stiftung http://www.stankowski06.de/basis/html/kategorien/marken_grafikdesign/marken.html (06.09.2015)
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Nina Birri & Sebastian F. Müller
It is all about Trust!
They all sell the same product at the same conditions
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Nina Birri & Sebastian F. Müller
If things look strange they are not trustworthy
Phishing Mail.
Quelle: Bayerischer Rundfunk
http://www.br.de/radio/bayern2/gesellschaft/notizbuch/mail-spam-phishing-sparkasse-100~_v-img__16__9__xl_-d31c35f8186ebeb80b0cd843a7c267a0e0c81647.jpg%3Fversion%3D78af1 (06.09.2015)
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Nina Birri & Sebastian F. Müller
Meeting with friends
A B
Going to the dentist
Funfactor Banking
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Nina Birri & Sebastian F. Müller
Meeting with friends
A B
Banking
Going to the dentist
Funfactor Banking
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Nina Birri & Sebastian F. Müller
Necessary but low involvement
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Nina Birri & Sebastian F. Müller
„In the end of the month there is not enough money on my bank account.“
„If I have done all transactions I feel relieved.“
How people experience banking
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Nina Birri & Sebastian F. Müller
„In the end of the month there is not enough money on my bank account.“
„If I have done all transactions I feel relieved.“
How people experience banking
Banking is stress
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Nina Birri & Sebastian F. Müller
If you do not understand how to use your banking software, it is even more stressful
There is still lots of potential in the design of banking services
Screenshot: Online Banking Raiffeisenbank (06.09.2015)
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Nina Birri & Sebastian F. Müller
„Attractive Things work better“
Don A. Norman
ATM Interface Tests by Masaaki Kurosu & Kaori Kashimura
with design you can make things more easy to understand
Quelle: http://www.sigchi.org/chi97/proceedings/paper/nt.htm (06.09.2015)
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Nina Birri & Sebastian F. Müller
Don t let the user spend time looking where things are!
ING-DiBa: Context sensitive navigation barScreenshot: Online Banking ING-DiBa (06.09.2015)
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Nina Birri & Sebastian F. Müller
People trust in interactions they are used to
Login Deutsche Bank Login Number26Screenshot: Login Deutsche Bank Privatkunden (06.09.2015) Screenshot: Login Number26 App (06.09.2015)
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Nina Birri & Sebastian F. Müller
Opening a bank account in 5 min
App download Registration Verification with ID Now Done
Screenshots: Kontoeröffnungsprozess Mobile Number26 mit IDNow App (01.03.2015)
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Nina Birri & Sebastian F. Müller
„I would never do that!!!“ Sebastian‘s girlfriend
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Nina Birri & Sebastian F. Müller
Fintech Online-bank Retail Bank
advantage
— lean digital infrastructure from the beginning
disadvantage
— need to gain trust and get known
inbetween
advantage
— etablished
disadvantage
— bulky IT infrastructure
— grown company structures
Online banks and fintechs have an advantage: they have been digital from the beginning and may offer more convenient digital processes
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Nina Birri & Sebastian F. Müller
As fintech you have to gain trust
— Use your advantage: Offer more convient digital processes
— Communicate a clear value proposition
— Recognition: build a (unique) CI, get recognised as a brand
— Appear in specialised press
— Use trust icons (Stiftung Warentest, TÜV)
— Perseverance: you need to etablish
Recognition: Vaamo = Squirrel, Trust icons, press
Clear Value Proposition
Screenshots: www.vaamo.de (06.09.2015)Designing for Financial Services | S. 21 von 24
Nina Birri & Sebastian F. Müller
New ways to save and invest
New ways of verification
New ways of payment
Automatic saving digit.co
Video Ident ID Now
Biometric verification Touch ID
Easy ways to invest Vaamo
Mobile Payment Applepay
Contextual commerce Buyable Pins, Pinterest
3 Things that will influence the way we will design financial services
Screenshot: www.digit.co (06.09.2015) Screenshot: www.vaamo.de (06.09.2015) Screenshot: www.apple.com/apple-pay/
(06.09.2015)
Screenshot: www.youngbrains.net
(06.09.2015)
Screenshot: https://business.pinterest.com/en/
buyable-pins (06.09.2015)
Screenshot: https://www.deutsche-bank.de/
pfb/content/privatkunden/produktshop_25642.html (06.09.2015)
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Nina Birri & Sebastian F. Müller
79% of all payments in Germany are cashQuelle: Plusminus
http://www.daserste.de/information/wirtschaft-boerse/plusminus/videos/bargeld-ad-wie-aldi-lidl-co-unser-bezahlen-veraendern-100.html (06.09.2015)
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Nina Birri & Sebastian F. Müller
Nina Birri [email protected]@nina_birri
Sebastian Frederick Müller [email protected] @ebastian
Let s continue the conversation
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Nov 13–14, 2015 Berlin / Germany www.serviceexperiencecamp.de
Interactive conference for Service Innovators
Thanks for joining
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