Find out what happens on the day
12th April 2019
Opening Talk 09.00 - 09.30
Emotional Banking: Why Bankers Need Knowledge, Courage, and Passion
Author & CEO - Emotional Banking & People Not Tech
Growing a World Class Design Team
Design Director - Monzo
Community killed our product… and why we’re grateful.
Lead Product Designer - Finimize
Break 11.00 - 11.30
Moving beyond product, to design an end-to-end service, that works front-to-back
Service Design, EY Seren
Testing our way to great customer experience
Product Manager - Klarna
Building connected brands
Group Creative Director- R/GA
Lunch 13.00 - 14.00
Boldly Go: Redesigning Insurance for an On-Demand World
Lead, UX/Product Design - Slice Labs
Think globally, pay locally
UX Manager - Google Pay
DesignOps for Product Innovation
Partner, UX Design and Research - NORMAN & SONS
Break 15.30 - 16.00
Design for Prosperity: #Finsense not #Fintech"
Chief Design Officer - Lloyds Banking Group
Emotional Banking: Why Bankers Need Knowledge, Courage, and Passion09:30 - 10:00 Duena Blomstrom
If our end goal is to design financial services experiences that are fundamentally different from what we have today and to transform banking products that are no longer fit for purpose into beloved Money Moments™, then we have to transform the DNA of the organization. Banks' cultural hang-ups prevent it from being able to employ the new Ways of Work and utilize FinTech to its fullest potential and to change that and elevate Design to its rightful place where it drives the strategy, it is banks' employees that need empowering. Refocusing on people in lieu of technology by redefining skills and creating enough safety to bring bravery, purpose, and heart back into banking, is the most urgent card on the backlog.
Growing a World Class Design Team10:00 - 10:30 Vuokko Aro
Lessons from growing Monzo’s design team rapidly. Vuokko will share how the team tripled in size while learning to:
- Onboard new designers and get everyone off to a running start
- Maintain and grow team culture
- Stay aligned and work towards the same goal
- Make sure everyone produces world class design work
- Communicate Monzo’s product vision and focus on what matters
Community killed our product… and why we’re grateful.10:30 - 11:00 Jackson Living
When is the right time to kill your product? Lead product designer at Finimize describes the pivotal moment they decided to delete their product and start again. Now, Finimize places its 250,000 strong community at the centre of its product strategy. The team follow a relentless experimentation framework that has seen their app pivot to solve the key problems their users face in making informed investment decisions. Jackson will shed light on the learnings and metrics that matter when designing to empower the end user.
Moving beyond product, to design an end-to-end service, that works front-to-back11:30 - 12:00 Joel Bailey
People don’t want financial products, they want genuine financial services, and it takes more than designers to deliver them. I’m going to explain how we design services and the approaches and tools we use to foster genuine collaboration outside of our design community. We’ll take you beyond personas and customer journeys, to explore how we create desirable, viable and feasible value propositions that people want to hire and keep hiring.
Testing our way to great customer experience12:00 - 12:30 Eli Geoffroy
The internet, mobile and new tech have fragmented the online journey. Creating a series of “micro-tasks” that make customers unhappy and stressed. At Klarna we believe taking away those microtasks is key, so customers can focus on things that matter. Achieving this is an amazing challenge. During this talk, you will hear more about how we have been testing, researching and experimenting our way to reach great customer experience.
Building connected brands12:30 - 13:00 Jen Heazlewood
Technology is rapidly changing every element of the world we live in: from how we think and behave, to our expectations for seamless, connected, multi-channel experiences.
“Connected Brands” is R/GA’s philosophy for brand design. It ensures every element works together with a distinctive, inspiring purpose – and proves how bran
Jen will talk through the R/GA connected brands approach, along with examples of banks we have created from scratch with our clients, including Banco Bradesco’s, Next and Emirates NBD, Liv.
Boldly Go: Redesigning Insurance for an On-Demand World14:00 - 14:30 Dmitry Nekrasovski
Insurance. The final frontier for great experience design. (One of them, anyway.) In an on-demand, minimal-friction universe of Airbnb, Netflix, and Uber, insurance experiences feel like an anachronism. Long, multi-step processes and flows are the norm. Transparency about what you pay for and what you get is at a premium. And there’s an underlying assumption that your needs as a consumer are mostly static.
But this is changing. New entrants are transforming this stodgy industry through cutting-edge technology and human-centric design methods. This talk will take you on a tour of this evolving field of practice, from combining service design and machine learning to rethink user journeys, to leveraging behavioural science insights to build customer trust, to using design thinking to help incumbent insurers innovate. Strap in and get ready to explore this strange new world!
Think globally, pay locally14:30 - 15:00 Skip Allums
How Google builds payment experiences for the world
Learn how Google puts the needs of a global user base at the center of payments design innovation. Understand common product experience pitfalls to avoid and emerging best practices that can drive sustained commerce. Get a peek at how tomorrow's customers might use money
DesignOps for Product Innovation15:00 - 15:30 Louise Walker
DesignOps is about reducing operational inefficiencies in the design workflow. It’s about establishing the right practices, processes and tools to enable better delivery of well-designed products.
DesignOps is recognised as key to efficiently scaling product design and delivery, and for mature companies who are increasing their investment in design. But how can something revolving around structure, governance and workflow accelerate creativity and product innovation?
In this talk, Louise will discuss how a foundation of DesignOps can help you to achieve your product vision and encourage ongoing innovation
Foolproof Panel - Fintech vs Corporate: how banking providers can learn from one another16:00 - 16:45 Ricky Knox Ranzie Anthony Panel Member To Be Confirmed
Foolproof Panel - Fintech vs Corporate: how banking providers can learn from one another
Collaboration and a shared approach to learning is key to a better future for financial service providers. By making this knowledge accessible we can create better products and services that work for banking customers everywhere.
Fintechs are notorious for their agility, something that banks have historically found difficult to keep up with. This panel will look at what lessons can be learned from the fintech revolution, and ultimately what corporates can learn from Fintech’s approach to products and services, and vice versa.
InVision Panel - Design Leaders16:45 - 17:30 Panel Member To Be Confirmed Panel Member To Be Confirmed Panel Member To Be Confirmed
Talk synopsis coming soon
Chief Design Officer - Lloyds Banking Group17:30 - 18.15 Dan Makoski
Prosperity is personal. For one person it’s inspirational and aspirational, for many others, the very thought of money inspires fear and dread. For design to be truly human we need to accept and address the varied and polarising emotions around money. Join the conversation and see how, whether you’re designing for tech giants or the oldest banking institutions, retaining the human touch is key to empowering prosperity for everyone. Talk synopsis coming soon