The problem with cashless payments
Certain types of means of payment now seem indispensable for full participation in socioeconomic activity, yet they’re not necessarily available to everyone.
Insights curated by Experientia, the UX research and design consultancy
Insights curated by Experientia, the UX research and design consultancy
Category Financial services
[Book] Cloudmoney
In Cloudmoney, Brett Scott tells an urgent and revelatory story about how the fusion of Big Finance and Big Tech requires “cloudmoney”—digital money underpinned by the banking sector—to replace physical cash.
Book is also available in German, Spanish, Dutch, Italian, Portuguese & Korean
The end of privacy? Central banks plan to launch digital coins
The great irony is that the revolution that bitcoin set off could be the end of [financial] privacy with the launch of central bank-backed digital coins.
Crypto Sentiment Advisor
The Crypto Sentiment Advisor (CSA) is an EIT-Digital supported platform for investors holding cryptocurrencies, to anticipate swings in the sentiment for their investments. Experientia is in charge of the UX research that will inform the definition of the value proposition and the UX/UI design guidelines of the CSA solution.
Why insurers need to care more about customers and how to do it in the digital age
COVID-19 has accelerated the digital transformation of insurance companies. If insurers apply the e3 lens when assessing their touchpoints, they can create tailored, engaging and empowering connections with their customers. By building this process into their value propositions, insurers can become much more customer-centric.
Swiss Re Institute on how COVID-19 is transforming consumer behaviour
The COVID-19 pandemic is changing how we work, travel, communicate, shop and more, but which new habits are likely to stick permanently? The authors explore five key behavioural changes and their implications for risk and protection.
Money’s new abstractions: Apple Pay and the economy of experience
This article draws on insights from digital media theory and design methodology to contribute to sociological and anthropological understandings of money. It postulates the rise of a new money-form, or rather money-forms, referred to (in the plural) as experience money.
HSBC study on trust in technology
HSBC bank commissioned Populus and Ipsos MORI to conduct an independent study of more than 12,000 people in 11 countries into global technology perceptions and habits. Our Trust in Technology research (pdf report) explores public opinion about the new technology…
[Book] Ethnographic study of a Swiss bank’s financial analysts
Stories of Capitalism: Inside the role of financial analysts Stefan Leins University of Chicago Press 2018, 224 pages The financial crisis and the recession that followed caught many people off guard, including experts in the financial sector whose jobs involve…
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…
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…
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…
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“.…
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…
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…
[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,…
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…
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…
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…
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…