Financial services innovation is exploding in London however; there is the emergence of a two-speed innovation culture where banks and start-ups work together and against each other in an uneasy and sometimes volatile partnership. This talk shares the most exciting directions from the big smoke but also looks at the huge opportunities for the experience design skills of idea connection, cross-disciplinary action and collaboration. Find out how what you know is more valuable than you think.

1. Connectors Enablers & Scouts
Innovation, Financial Services, Big Ben and UX Harriet Wakelam
@hwakelam

2. Once
Upon
a time
…in London town
 Something wonderful
 Something puzzling
 A small winge
 A big wish
 And a dream ready for
the taking

3. London 2014:
“There is no better place
in the world to set up a
fintech firm…”Ismail Ahmen, World Remit.
3

4. City of
London
4
Canary Wharf
Plc
Level 39
incubator
The new world
of finance
Alternative finance market worth 1.4 bn
British Chancellor announces
policy change on twitter and at
L39

5. 5
All about
incubators
Learning
Space Mentors Companies
Barclays Techstars
Startup Bootcamp
Innovate Finance
FinTech City
Level 39

6. 6
Paym
Mobile payments
A collaborative payments platform supported by
the payments council. Just register a mobile
phone number and go.
900px x 1080px

7. 7
UP
Investments
Crowdfunded investment
The alignment of need –
the recognition of
maturity of the market

8. “It’s not a question of whether a
serious online advice service
will happen but when it will..”
David Severn, former head of retail policy at the FSA
8

9. Nutmeg
15 minutes
break
Simplicity & transparency
Finance for the people. Better and
cheaper intermediation. A simple
transparent service model that is
up to 5 times cheaper than
traditional asset managers.

10. 15 minutes
break Meniga
Contextual data
Contextual accuracy – moving
beyond data as numbers into
data as service, emotional data
– data that changes behaviour.

11. 11
Holvi
Banking in a new world
Current account, invoicing and
accounting built in – every Holvi
account has a built in online
store with payment methods
included and no programming
required. Needs based
commerce.
900px x 1080px

12. 12
Artificial
Intelligence
Personalised human data
End users can ask anything in
the language of their choice.
FinGenius will find the answer
and personalise it to a user
profile

13. Trends & patterns
13
Aggregation
Curation
Personalisation
Context
Understanding
Value

14. 1.7 billion
14
The
Banks
Big changes in behaviour
BUT… ideas pipelines are still
disconnected from delivery
Lloyds Bank
Simplification
12
million
Retail
customers get
voice
recognition
software
6,500
cashiers
@ Barclays
removed from
branches as
mobile
ambassadors

15. “what we observe is not
nature itself but nature
exposed to our method of
questioning”
Werner Heisenberg
15

16. A
Story
…about intention
 …and translation
 A big bank
 A small start up
 Some misunderstandings
 MEH

17. An extraordinary
confidence, stupendous
competition and…
17
Features
Useful ideas for features stemming from
innovation labs
CUSTOMER to COMPANY
Product job
Features that meet needs and purpose
Seucrity
Risk
COMPANY to CUSTOMER
Radical change in meaning
Evolution, evaluation, iteration, embedding
New unsolicited products that are sustainable
and change meaning
COMPANY and CUSTOMER

18. Start ups & end ups
[thanks John Maeda for the phrase]
18
What if we..?
Start ups
Why do we..?
End ups
Identifying sub-optimal products
And services
Identify sub optimal practice
What’s the gap What’s working
Eliminate waste and confusion Challenge Orthodoxy
Solve problems in agile ways Identify the problems at scale in agile ways
Trendscouting
Optimal service

19. Simulation & Collaboration at scale
19

20. “The global internet
is being optimised
for relationships”Joshua Klein
20

21. 21
People join
things up
Idea connectors and idea scouts
The expertise of knowing who does what. Connectors not
only know who is best equipped, but have the social capital
to rapidly deploy a network.

22. Engage me! High performers, highly energised
High performers are not only more energised,
but have contacts they report as more
energising than usual
22

23. Is a Design
Team…..
…a connection hub
what if idea connection could be
industrialised – with scouts as
bridges between
Reinventing inside out…

24. “Suit up and get
back in the sky”John Maeda
24

25. Harriet Wakelam
Head of CX, Medibank Private
+61 413 631 662 (mobile)
Harriet.wakelam@gmail.com
@hwakelam