While most Financial Service and other entities are scrambling to get where their customers spend most of their time - are they really building a future proof experience using the capabilities the new technology provides. More than just the technology, do these experiences account for the change in customer behaviour as a result of the rapid technology adoption. What is the new norm and what's the opportunity that is not being fully tapped by most... https://emotionalconnect.wordpress.com/2017/01/15/digital-or-wannabe/

1. What is DIGITAL?twitter: @sgr0ver 1
DIGITAL?
Shailesh Grover
Commentary for this deck is available @
https://emotionalconnect.wordpress.com/2017/01/15/digital-or-wannabe/

2. What is DIGITAL?twitter: @sgr0ver
Agenda
What is Digital?01
02
03
04
05Consumer Behaviour
Millennials
Corporate Innovation Theatre
Human Centered Design
06Example Opportunities
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What is DIGITAL?
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Is it a set of Technology?
Social Media
Mobile
Email
Internet
Wearables
Biometric
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5. What is DIGITAL?twitter: @sgr0ver
Is it a new way of engaging with
customers?
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Is it all things connected (IoT)?
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Is it a new way of doing business?
Digital has enabled a new breed of Experience companies
that are thriving on a shared economy
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Changing Consumer Behaviour
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0106
0205
0304
Instant gratification
Customers today are looking for
faster access to everything and
expect speed
Looking for true ‘value’
Customers expect personalised
‘value’ delivery rather than standard
vanilla solutions
Digital addiction
52% customers access their smart
device within 15 minutes of waking
up; 86% within the first hour
Gaming
10K hours of gaming by the age of
21 = total classroom time middle/
high school
High expectations
Customer don't have any patience
for incompetence and poor service
performance
Community Influence
Customers are happy to make
decisions based on input from
random strangers on social channels
How is the consumer behaviour changing?
Are you building the new propositions to cater to the
changing behaviour of the empowered and hyper-connected
consumer
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10. What is DIGITAL?twitter: @sgr0ver
More and more people across the globe are using digital to
fulfil their day to day needs - including banking
Digital shift
82% 74% 33% 69%
Regularly fulfil their banking needs
digitally today
Preference
Would trust a digital only bank
Trust
Regularly visit a branch
Physical channel
Consider switching to a digital bank
Loyalty
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Millennials will be driving the agenda
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By 2025, 3 out of every 4 workers
globally will be a millennial
Millennial workforce
The millennials check their smartphones
43 times a day, on an average
Digital Natives
Communicate via social media, share
everything and show little loyalty
Social
By 2018, the millennial generation will
have the highest spending power
Spending Power
Comfortable with the security and convenience
of mobile payment, but confused by choice
Comfortable with mobile money
The future consumer has a very different set of
behaviour attributes that will inform the future of FS
Millennials driving the agenda
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13. What is DIGITAL?twitter: @sgr0ver
Looking for 24x7 access, instant gratification, full
transparency and fee free products - all via their channel of
choice - MOBILE
Millennials changing behaviour and
expectations
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How are some Corporates reacting
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Merely changing the floor colours, introducing jeans and
putting a few game tables is not good enough to change the
culture
Corporate Innovation Theatre
Source: CB Insights
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Design lingo
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UX is the overall experience of an end
user with regards to a product or
application or service
UI is the point of interaction
between the Human and the
system / product
Perception of the end user on how they can
effectively, efficiently and satisfactorily
complete a task when using a product or
application
CX covers the overall perceived
experience a customer has with a brand
or a company
DL is used to describe the
overall visual construct of a
brand across channels
HCD is a process and a set of
techniques used to create new solutions
for the world.
01
02
03 04
05
06
Many terms used interchangeably across various
organisations and teams
The Design jargon
Human Centered Design
Design Language
Customer Experience User Experience
User Interface
Usability
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How apple thinks when they build products and services -
some core principles
Apple Design
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Some near term innovation opportunities
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Technology has enabled us to create a smarter human experience
built on two key pillars
Example #1
Who you are
Old: Banker knows you
New: Finger Print Biometric
What you have
Old: Passbook
New: HK ID (Biometric) or Smart device
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No two people are exactly alike. Technology (like ‘Zighra’)
helps mobile apps recognise the person not the password
behind each tap
Example #2
Touch Pressure
Touch pressure along with other
attributes is unique to each user
Linear Acceleration
Smartphone moving up and down
Angular Velocity
Tilting the phone
Location of touch
Interaction of the user with the
smartphone screen location
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How can one implement a frictionless card present
transaction using contactless
Example #3
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Thank You
Shailesh Grover
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https://emotionalconnect.wordpress.com/2017/01/15/digital-or-wannabe/