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The presentation explains how virtually every product and service in the financial services industry will be affected by new business models and the a new set of expectations, behaviours and needs from digital natives.
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Re-‐thinking the customer Disrup3ve shi5s in financial services: the customer perspec3ve Next Bank Europe, Barcelona, September 2014
Aldo de Jong, Co-‐Founder at Claro Partners and Startupbootcamp IoT & Data
Jiri Belgium
Aldo Netherlands
Rich USA
Megan UK
Mandy Lebanon
Elisabeth Netherlands
Gunes Turkey
Abby USA
Claro helps corpora>ons and startups to navigate disrup3ve shi5s in society and business, delivering service design and business innova3on
THE END OF THE WORLD
… AS YOU KNOW IT…
FROM OWNERSHIP..
..TO ACCESS
FROM SERVICES DELIVERED BY COMPANIES..
..TO SERVICES DELIVERED BY NETWORKS
FROM BIG DATA..
..TO SMALL DATA
FROM FINANCIAL INSTITUTIONS
..TO FINTECH
Loans
Transfers & micro-‐financing
Financial management
Angel funding
Credit card authorisa3on
Transac3ons
Risk assessment
Cheque deposit
Financial statements
Credit card issuing
Currency Investment management
Currency exchange Payments
All the func3ons across tradi>onal financial services are being disrupted.
Digital Na?ves are deeply scep?cal of conven?onal financial ins?tu?ons and would rather discover and create their own solu?ons. Financial ins?tu?ons cannot simply respond by being “more digital”.
They.. WORK PLAY SOLVE LIVE TRAVEL
LEARN MULTI-‐TASK CONNECT ..differently.
Digital na>ves grew up in a fast-‐paced world surrounded by fast changing technologies
“How can your organiza?on be flexible and quicker to respond to the new expecta?ons?”
Digital Na>ves are not impressed by technology, nor do they have an inherent interest in technology itself.
“How do you create a financial service that delivers real value, using technology as a tool?”
Digital na>ves are all about self expression and meaningful connec>ons to others
“How can you turn banking into a meaningful ac?vity and create an opportunity to connect?”
They create their own experiences through experimenta>on, looking at how others have
done it before, mixing and matching.
“How does a bank facilitate customers to create their own personal banking experiences?”
Digital na>ves use their mobile devices as their primary screens, developing their own expecta>ons on mobility.
“Is mobile going to stay their first reference for online financial services?”
Digital na>ves like to discover not only elements of mystery, surprise and reward,
but also a world of new possibili>es.
“Can you make a financial service experience which demands less commitment and is more ad hoc?”
“How can you turn banking into a
meaningful ac?vity and create an
opportunity to connect?”
“How do you create a financial service
that delivers real value,
using technology as a tool?”
“Can you make a financial service
experience which demands
less commitment and is more ad hoc”
“Is mobile going to stay their
first reference for online and
on the go banking?”
“How does a bank facilitate customers
to create their own personal
banking experiences?”
“How can your organiza?on be
flexible and quicker to respond to the
new expecta8ons?”
Start with answering these ques3ons..
“How does an established bank move
beyond its old legacy in banking systems
to serve new needs?”
“How do you create trust in a digital
service, asking people to
highly depend on your technology?”
?
?
?
“Does loyalty s?ll exist, or should
financial services focus on
a whole different kind of rela8onship?”
..and find out which other ques3ons to ask
Always in Beta Financial Services for Digital Na>ves
in collabora>on with
Invita>on to join our Consor>um
Your organiza?on has a track record of innova?on. Can you con?nue to meet this demand for industry transforma?on?
Always in Beta | We would like to invite you
• Social Scien>sts • Anthropologists • Design Researchers • Service Designers • Interac>on Designers
• Investors • Execu>ves • Entrepreneurs • Engineers • Technologists
Always in Beta | We would like to invite you
consumer profile
market radar
concept toolkit
new proposi3ons
