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Designing for Financial Services / Service Design Drinks

After a little summer break Service Design Drinks came back for the serious things in life: How do you design for financial services? What are the special challenges when working on experiences around people’s future well-being and prosperity? How do you build trust? Or even turn future financial planning even into a little fun? Nina Birri and Sebastian Frederick Müller are service designers at SI Labs in Berlin and were the evening’s guest speakers. Sebastian designs for financial technology since 2011, most prominently working on mobile applications for ING-DiBa. Nina has a background in business and economics and previously led design thinking projects for the Zürcher Kantonalbank. Their lightning talk on ‘Designing for Financial Services’ was followed by an interactive hands-on exercise. Afterwards there was time for drinks and mingling.

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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
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Designing for Financial Services / Service Design Drinks

  • 1. 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
  • 2. 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
  • 3. Who is the host?
  • 5. Next up Nina Birri Service Designer, S I L A B S Sebastian Frederick Müller Experience designer S I L A B S
  • 6. Designing for Financial Services Nina Birri & Sebastian Frederick Müller Berlin, 9. September 2015
  • 7. Nina Birri & Sebastian F. Müller Money is quite a good invention! Without Money: Designing for Financial Services | S. 2 von 24
  • 8. Nina Birri & Sebastian F. Müller Money is a quite good invention! Designing for Financial Services | S. 3 von 24
  • 9. Nina Birri & Sebastian F. Müller Money is a quite good invention! With money: Designing for Financial Services | S. 4 von 24
  • 10. Nina Birri & Sebastian F. Müller Money makes our daily life so much easier. Visual: 190 Pages www.190pages.de Designing for Financial Services | S. 5 von 24
  • 11. 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) Designing for Financial Services | S. 6 von 24
  • 12. Nina Birri & Sebastian F. Müller It is all about Trust! They all sell the same product at the same conditions Designing for Financial Services | S. 7 von 24
  • 13. 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) Designing for Financial Services | S. 8 von 24
  • 14. Nina Birri & Sebastian F. Müller Meeting with friends A B Going to the dentist Funfactor Banking Designing for Financial Services | S. 9 von 24
  • 15. Nina Birri & Sebastian F. Müller Meeting with friends A B Banking Going to the dentist Funfactor Banking Designing for Financial Services | S. 10 von 24
  • 16. Nina Birri & Sebastian F. Müller Necessary but low involvement Designing for Financial Services | S. 11 von 24
  • 17. 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 Designing for Financial Services | S. 12 von 24
  • 18. 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 Designing for Financial Services | S. 13 von 24
  • 19. 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) Designing for Financial Services | S. 14 von 24
  • 20. Nina Birri & Sebastian F. Müller „Attractive Things work better“ Don A. Norman ATM Interface Tests by Masaaki Kurosu & Kaori Kashimura Quelle: http://www.sigchi.org/chi97/proceedings/paper/nt.htm (06.09.2015) Designing for Financial Services | S. 15 von 24
  • 21. Nina Birri & Sebastian F. Müller Don´t let the user spend time looking where things are! ING-DiBa: Context sensitive navigation bar Screenshot: Online Banking ING-DiBa (06.09.2015) Designing for Financial Services | S. 16 von 24
  • 22. Nina Birri & Sebastian F. Müller People trust in interactions they are used to Login Deutsche Bank Login Number26 Screenshot: Login Deutsche Bank Privatkunden (06.09.2015) Screenshot: Login Number26 App (06.09.2015) Designing for Financial Services | S. 17 von 24
  • 23. 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) Designing for Financial Services | S. 18 von 24
  • 24. Nina Birri & Sebastian F. Müller „I would never do that!!!“ Sebastian‘s girlfriend Designing for Financial Services | S. 19 von 24
  • 25. 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 Designing for Financial Services | S. 20 von 24
  • 26. 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
  • 27. 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) Designing for Financial Services | S. 22 von 24
  • 28. Nina Birri & Sebastian F. Müller 79% of all payments in Germany are cash Quelle: Plusminus http://www.daserste.de/information/wirtschaft-boerse/plusminus/videos/bargeld-ad-wie-aldi-lidl- co-unser-bezahlen-veraendern-100.html (06.09.2015) Designing for Financial Services | S. 23 von 24
  • 29. Nina Birri & Sebastian F. Müller Nina Birri nina.birri@bluewin.ch @nina_birri Sebastian Frederick Müller contact@sfmueller.de @ebastian Let´s continue the conversation Designing for Financial Services | S. 24 von 24
  • 30. Nov 13–14, 2015 Berlin / Germany www.serviceexperiencecamp.de Interactive conference for Service Innovators