This presentation was given during Next Bank Europe conference into Design and Financial Services. It examined how we might use design thinking to design not for multi-channel but for multi-dimensional experiences.

1. Multi channel or multi dimension
Building 21st Century experiences for financial outcomes
October 2012, Harriet Wakelam

2. The basics...
I want my
money to work I need to
I want to feel for me. access my
secure... money
I want to go on I need to pay
holiday someone
I’m not good at I want to buy a
money house

4. Simple to use, easy to understand
Things I care about
Products and
services
Bank

5. Simple to use, easy to understand
Experience Strategy
Things I care about
Products and
services
Bank

6. Online, mobile, branch... banky stuff..
“In real life only diverse surroundings have the
practical power of inducing a natural, continuing
flow of life and use.”
Jane Jacobs
•

9. The dynamic…. !
What is the desired experience for a bank, for money and for finances? "
!
$$$$$! What’s a
financial
outcome?!

10. Attempting the impossible
“All the evolution we know of
proceeds from the vague to
the definite.”
Charles Sanders Peirce
!
!
!
!

11. Design mindset
“Design solves problems
and business has lots of
problems. Good design
solves the right problems.”
- Thomas Lockwood

12. Radial Metaphors... Lakoff and Johnson

13. It’s all about experience...

14. Deep understanding v statistical significance
What if metrics were designed differently....
“Yammer – it’s like a room full of mentors...”
“I’ve got this customer with a problem...”
“What happens if we measure......?”
“What story does this tell..?”

16. What is core...?
Consistent
Convenient
Connected
Contextual
Cross time

17. Iterative DESIGN

18. Working with groups

20. The End...ish
@hwakelam
harriet.wakelam@nab.com.au
+61 413 631 662