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Daily insights on user experience, experience design and people-centred innovation,
by international UX consultancy Experientia.
Searched by tag:

Financial

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

30 November 2017
New European study on e-Government initiatives

The latest eGovernment benchmark report of the European Commission shows significant improvement on cross-border availability of digital public services and accessibility of public websites from mobile devices in EU Member states. The study also indicates a need for improvement in transparency of public services delivery and use of supporting technology like eIDs or eDocuments. Performance […]

20 November 2017
Experientia and Italian bank Intesa Sanpaolo announce innovative partnership

Wide ranging partnership also covers collaboration with design schools and public events on service design “Finding the way forward for independent design means building new business models for service design consultancies in the age of the company buy-out.” Michele Visciola, President, Experientia PRESS RELEASE It seems the business world is finally realising that service and […]

26 October 2017
Epic storytelling with video

Another EPIC conference come and gone, and no, we’re not using “epic” in the way under-10s use it about cool things on the internet. EPIC is the Ethnographic Praxis in Industry Conference, one of the most important annual events for practitioners of anthropology, ethnography and related disciplines. Ethnography is one of Experientia’s key methodologies, underpinning […]

23 October 2017
Experientia is hiring! Service design intern

Service Design Intern: Lausanne, Switzerland and Turin, Italy Experientia, an international experience design consultancy, is looking for service design interns for our Turin, Italy office, to support research, concept development and design. The ideal candidate will be a holistic thinker and designer, with a systems approach to enable complex service offerings, driven by an understanding […]

23 October 2017
Experientia is hiring! Senior Service Designer

Senior Service Designer: Lausanne, Switzerland and Turin, Italy (*) We are looking for service designers with outstanding design skills, methodical thinking, and experience in designing complex service ecosystems using a human-centered design methodology.   Required 2-5 years’ experience in service design and/or user experience design University and/or advanced degree(s) in Service Design, Interaction Design, User […]

23 October 2017
Experientia is hiring! Lead Service Designer

Lead Service Designer: Lausanne, Switzerland and Turin, Italy (*) Experientia is seeking a Senior Service Designer to lead service design projects from the Turin, Italy office (*) or the Lausanne, Switzerland office. The Senior Service Designer will have experience leading a team of behavioral analysts and service modelers in research and service design projects lasting […]

8 November 2017

Service design at BBVA bank

BBVA (an international financial institution with a presence in 35 countries, providing services to 70 million customers) was one of the sponsors of the Service Design Global Conference in Madrid last week. Derek White, BBVA’s Global Head of Customer and Client Solutions, and Rob Brown, Head of Marketing, Design and Responsible Business – both Americans […]

21 April 2017

ONE Design: a portal on Adaptive Path’s work with Capital One Bank

ONE Design is a content portal where Capital One, the eighth-largest bank in the United States, shares (many) inspiring stories of how their Adaptive Path designers “impact lives with humanity, simplicity, ingenuity – and empower people to have better control over their money.” Selected stories from the portal: – Designing for the Human Side of […]

2 March 2017

Exploring how and why we make financial choices

The Think Forward Initiative is an open source initiative by ING, CEPR (Centre for Economic Policy Research), Dell EMC, Microsoft, Dimension Data and Deloitte. Its goal is to gain a deeper understanding of financial decision making and to empower people to make financial decisions that are better for them, and ultimately better for society. The […]

23 December 2016

ING DIRECT’s sponsored content in The Guardian on the value of CX and human-centred design

ING DIRECT Australia has published yesterday and at the end of November no less than 10 articles in a paid section of The Guardian on the value of customer experience and human-centred design, entitled “Being human in a digital world“. Readers of this professional blog will notice that the articles are mainly aimed at a […]

14 December 2016

Experience design and Big Data at BBVA bank

Over the last 6 months, Fabien Girardin has been working in a rather unique position at BBVA Data & Analytics, a center of excellence in financial data analysis. My job is to make the design of user experiences reach a new frontier with the emergence of machine learning techniques. My responsibility — among other things — is to bring […]

15 November 2016

Free “Guide to Service Blueprinting” by Adaptive Path/Capital One Design

A Guide to Service Blueprinting Nick Remis and the Adaptive Path Team at Capital One Adaptive Path November 2016, 52 pages As the focus of customer experience becomes more important, having a good picture of how your service operates in relation to what the customer is trying to do is paramount. At Adaptive Path, we […]

22 October 2016

[Book] Org Design for Design Orgs

Org Design for Design Orgs: Building and Managing In-House Design Teams By Peter Merholz and Kristin Skinner Publisher: O’Reilly Media August 2016, 198 pages Design has become the key link between users and today’s complex and rapidly evolving digital experiences, and designers are starting to be included in strategic conversations about the products and services […]

18 October 2016

Behavioral economics, UX design and insurance

The key to unlocking the insurance industry, writes Richie Hecker in TechCrunch, is understanding behavioral economics. The most successful players in insurance tech, he says, will win by rounding the edges on existing products. “Don’t reinvent the wheel, take what works and make it work for today. That means making policies be more transparent, providing […]

8 May 2016

Two reports on age-friendly banking

Age-friendly banking: What it is and how you do it Age UK 30 April 2016 The new report showcases examples of good practice which, if rolled out more widely, could revolutionise the way in which the banks interact with older people and transform their customers’ experience for the better. It calls for all banks and […]

1 April 2016

Financial Times: the inflation enigma requires ethnographic analysis

Gillian Tett is the Financial Times’ US Managing Editor, a very frequent writer, and an anthropologist. Her column this week unconventionally argues for on-the-ground ethnographic research on people’s expectations on inflation: What we need is not just economic analysis of price trends but on-the-ground ethnographic analysis of how consumer perceptions of prices operate. Scandinavian central […]

1 April 2016

Should financial advisors nudge their clients?

Should advisors nudge clients to make prudent saving and spending decisions, asks Morey Stettner in Investor’s Business Daily. Or should they step aside after educating clients and laying out the options? Some economists argue that nudging gets people to do the right thing by default. For example, individuals with tax-deferred savings accounts can automatically allocate […]

8 March 2016

Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

29 October 2015

An ethnography of tax-avoidance experts

Sociologist Brooke Harrington realized that if she were ever going to understand global inequality she would have to become one of the people who helps create it. So she trained to become a wealth manager to the ultra-rich. Although she never practiced as a wealth manager, training to join the profession opened the door to […]

26 September 2015

[Book] The first-ever ethnographic study of the global reinsurance industry

Making a Market for Acts of God: The Practice of Risk Trading in the Global Reinsurance Industry By Paula Jarzabkowski, Rebecca Bednarek, and Paul Spee Oxford Scholarship Online April 2015 Abstract Reinsurance is financial market trading in the risk of unpredictable and devastating disasters—e.g. Hurricane Katrina or the Tōhoku earthquake and tsunami—that are increasing in […]

5 September 2015

[Book] Anthropologist observes the world of London bankers

Swimming with Sharks: My Journey into the World of the Bankers by Joris Luyendijk Guardian Faber Publishing September 2015 – 288 pages Joris Luyendijk, an investigative journalist and anthropologist, knew as much about banking as the average person: almost nothing. Bankers, he thought, were ruthless, competitive, bonus-obsessed sharks, irrelevant to his life. And then he […]

31 July 2015

Service Design in Consumer Banking: the challenges and opportunities

Last month the people from Irish UX consultancy Frontend Design looked at the UX revolution in healthcare and how changes in that sector are moving towards putting the customer at the centre of the service. The banking sector is experiencing similar upheaval at the moment and facing similar challenges. In this month’s article, we look […]

18 July 2015

LSE anthropologist: microcredit only adds to poverty

Far from being a panacea, small loans add to poverty and undermine people by saddling them with unsustainable debt, argues anthropologist Dr. Jason Hickel of the London School of Economics: What’s so fascinating about the microfinance craze is that it persists in the face of one unfortunate fact: microfinance doesn’t work. Of course, there are […]

2 July 2015

Wells Fargo bank uses ethnographic research to design a better customer experience

During a Speaker Spotlight Q&A at Forrester’s CXNYC 2015 conference for customer experience professionals, Mark McCormick, Wells Fargo’s Head of Wholesale User Experience, talked about how past customer experiences shape consumer behaviors and how understanding deep emotional values can inform CX models. Even though the basic financial aspirations of people have not changed, he said, […]

17 March 2015

Research on being “good with money” in Silicon Valley

FAIR Money, a small research collective consisting of anthropologists and design researchers based in the San Francisco Bay Area, has just published its first report, Good with Money: Getting by in Silicon Valley. The report, which is based on interviews and a diary study with 10 people struggling to gain or hang on to firm […]

7 March 2015

Why most customer experience efforts fail

It is no secret among Customer Experience (CX) professionals that most CX efforts fall flat. Forrester found that only 25% of CX professionals say their companies’ CX programs actually improve customer experience, and Avaya recently published a study indicating that 81% of organizations have seen their Customer Experience Management (CXM) initiatives fail in the last […]

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