Presented by:Sandeep DeobhaktaJanuary 11, 2017

SIMPLER, BETTER, FASTERa conversation about Digital and

Human Centered Design

WHAT IS YOUR

DIGITAL STRATEGY ?

WRONG QUESTION

How can we make it

SIMPLER, BETTER, FASTERfor customers to achieve their

financial goals?

You've got to start with the

customer experience and

work back toward the

technology - not the other

way around?

Steve Jobs

6P a g e

Every bank

wants to be

the main

bank…

deposits

withdrawals

savings

cards, loans

insurance…

MAIN

BANK

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2

Does your

main bank

really help

you manage

your cash

flow and

save?

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New Digital Bank is online only – no physical

branches

What to watch out for

No minimum deposit to open

No Monthly maintenance fee

Earn a higher rate than traditional saving account

Grow your money faster with interest compounded daily

Your deposits are insured to the maximum allowed by law

Why you`ll like new digital bank

Traditional banks rarely do.

But, the new challenger banks

are changing the game.

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Banking should start with the customer need.

and then use technology to deliver an effective solution

Source: IDEO, Human Centered Design

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VERO FERR0

MANAGERDoes your

bank help

you plan

your ‘trip’?

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In response, some traditional banks

think they need to respond…

with a digital PFM tool. .

Source: IDEO, Human Centered Design

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Customers want a bank that tracks their deposits, withdrawals and spend.

They want useful, relevant information that alerts them when required and is proactive

e.g. offers them a loan or a credit limit increase with a very simple procedure.

Every main bank has lots of information. However, it is rarely used to help the

customer to plan the ‘trip’.

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What are the new banks

doing to win the battle for

the customer?

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A cool, frictionless banking experience plus relevant

and timely information or…

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…the best interest rate for your deposit?

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Our experience with

making it

simpler, better, faster

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How do you create

Simpler, Better Faster

Banking?

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Move from traditional bank

thinking to designing

customer solutions!

25P a g e

UNDERSTAND

AND

ANTICIPATE

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In Traditional bank thinking - Customers should know

their balance and transact within their l imit.

27P a g e

Designing customer

solutions – We

understand that

customers are busy

and that they may

forget…

we anticipate this

and help them

proactively manage

their money

28P a g e

Designing customer solutions

has financial benefits!

Alerts, notifications and proactive limit management tools to help customers track their balances and credit limits.

Customers want their card to work, always.

An improved card approval rate will increase revenues. Fewer declines lead to significantly lower attrition and a higher active card ratio.

29P a g e

Let’s improve

financial services by

making it

simpler, better, faster

for our customers

30P a g e

san d eep d @al u m. mi t .ed uh t tps : / /w w w. l in ked in .co m/ pu lse / th ree -

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