At the 2012 Face of Finance Conference, at Bentley University, in Waltham, MA, Astrid Chow (Roundarch Isobar) presented "Assuaging Users' Skepticism" during the Designing for Financial Systems session.

1. DESIGNING
FOR
FINANCIAL
SYSTEMS
Assuaging
Users’
Skep;cism
FACE
OF
FINANCE
October
24,
2012
Astrid
Chow
Emily
Kihn
Allison
Lenz
1
Property
of
Roundarch
Isobar.
Privileged
&
confiden;al.

2. Users’
Skep?cism
What
we
heard…
• “I
don’t
know
where
to
begin.”
Users
know
that
they
probably
“should”
know
how
their
re;rement
saving
is
going.
• “I’m
not
a
financial
professional.”
They
oTen
have
a
family
member
or
friend
who
helps
them
manage
their
finances.
• “I’m
afraid
that
there
is
nothing
I
can
do
to
beUer
my
situa;on.”
No
one
can
control
what
the
market
does,
so
users
feel
like
they
have
no
control.
• “How
can
I
possibly
save
money
aside
when
I
need
all
of
my
money
right
now?”
What
they
have
is
what
they
need.
• “I
contribute
up
to
what
my
employer
matches,
and
that’s
it.”
Users
tend
to
save
only
as
much
as
their
workplace
benefits
dictated.
2
Property
of
Roundarch
Isobar.
Privileged
&
confiden;al.
Designing
for
Financial
Systems:
Assuaging
Users’
Skep;cism

3. Establish
a
Tone
with
Guidance
Set
proper
expecta?ons
• What
informa;on
does
the
user
need
to
supply
in
order
to
fully
benefit
from
the
tool?
1 2 3
1 2
3
BillShrink:
hUps://www.billshrink.com/
3
Property
of
Roundarch
Isobar.
Privileged
&
confiden;al.
Designing
for
Financial
Systems:
Assuaging
Users’
Skep;cism

4. Provide
Guidance
Throughout
Don’t
abandon
the
user
• Provide
help
along
the
way
HootSuite:
hUp://hootsuite.com/plans
4
Property
of
Roundarch
Isobar.
Privileged
&
confiden;al.
Designing
for
Financial
Systems:
Assuaging
Users’
Skep;cism

5. Guide
Users
through
Complex
Financial
Concepts
Avoid
“Legalese”
Provide
a
summary
of
the
legal
terms
1. Conversa;onal
tone
2. Alleviate
their
anxiety
5
Property
of
Roundarch
Isobar.
Privileged
&
confiden;al.
Designing
for
Financial
Systems:
Assuaging
Users’
Skep;cism

6. Bringing
people
and
brands
together
like
never
before
Thank
you
very
much!
achow@roundarch.com
Property
of
Roundarch
Isobar.
Privileged
&
confiden;al.
Property
of
Roundarch
Isobar.
Privileged
&
confiden;al.