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FXD 2019: Brian McLaughlin, Bottomline Technologies

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Where is the bar? Raising the bar for experiences in financial services, Brian McLaughlin, Chief Experience Officer, Bottomline Technologies

Publicado en: Economía y finanzas
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FXD 2019: Brian McLaughlin, Bottomline Technologies

  1. 1. 1 Where is the Bar? Raising the bar for experiences in Financial Services Brian McLaughlin Chief Experience Officer Bottomline Technologies
  2. 2. 2
  3. 3. 33 Quick warning…
  4. 4. 44 “Where is the Bar? No not that bar…”
  5. 5. 55 How do Financial Services designers avoid lowering the bar on quality experiences? Where is the bar?
  6. 6. 6
  7. 7. 7
  8. 8. 88
  9. 9. 99
  10. 10. 1010 Why? What are the gravitational pulls?
  11. 11. 1111 ISO 20022 MT 110 MT 111 MT 112 MT121 pacs.001 pacs.004 pacs.008 pacs.009 ACH Debit SWIFT Open Banking PSD2 Credit Card Bacs Cryptocurrency Litecoin Bitcoin Bitcoin cash Dogecoin Monero Dash NEM Nxt Peercoin Feathercoin eCheck BIC Direct Debit Debit Card Virtual Card CHAPS Faster Payments Check ACH Credit Same day ACH
  12. 12. 1212 Industry complexity
  13. 13. 1313 Reg ulati ons Sec urity Com plian ce
  14. 14. 1414 +Industry complexity Regulations
  15. 15. 1515 Bookkeeper Accounts Payable Accounts Receivables Manager Controller Head of Finance CFO Financial Analytics Tax Manager Account Manager Compliance Officer Accounting IT Credit Manager Fraud Manager Audit Manager Audit Clerk Payroll Clerk Tax Attorney Tax Clerk Accounts Receivables Clerk
  16. 16. 1616 +Industry complexity Persona complexityRegulations +
  17. 17. 1717 2,000 years to think of new edge cases Ability to schedule a payment to be sent from Hawaii to Tokyo on a Friday afternoon at year’s end. The originating payment is in $. The payment is to be delivered in ¥. The originator has a 10 hour contracted FX rate.
  18. 18. 1818 +Industry complexity Persona complexity + Usage complexityRegulations +
  19. 19. 1919 +
  20. 20. 20
  21. 21. 21
  22. 22. 22
  23. 23. 23
  24. 24. 24 SEARCH
  25. 25. 25 25
  26. 26. 26 26
  27. 27. 27 27
  28. 28. 28 28
  29. 29. 29 29
  30. 30. 30 30
  31. 31. 31 31
  32. 32. 32 32
  33. 33. 33 33
  34. 34. 34
  35. 35. 35 “Scroll much?!?”
  36. 36. 36 “Look at that font!”
  37. 37. 37 “Awesome table boarders”
  38. 38. 38 “That…that…sucks”
  39. 39. 39 Is this where we should be focused?
  40. 40. 40
  41. 41. 41 Where should the bar be?
  42. 42. 42 I don’t have a roadmap or script for you
  43. 43. 43 I can share what what we are doing
  44. 44. 44 Holistic experiences, that when encountered, are human and helpful.
  45. 45. 45 Holistic experiences, that when encountered, are human and helpful.
  46. 46. 46 Holistic experiences, that when encountered, are human and helpful.
  47. 47. 47 Holistic experiences, that when encountered, are human and helpful.
  48. 48. 48 Holistic experiences, that when encountered, are human and helpful.
  49. 49. 49
  50. 50. 50
  51. 51. 51
  52. 52. 52 Holistic experiences, that when encountered, are human and helpful.
  53. 53. 53 Thank You

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