Our Schedule
Find out what happens on the day
Talks
24th November 2020 (GMT)
Digital Networking: 09.15 - 09.45 (Webinar Chat Rooms & Video Zoom Rooms)
Opening introduction: 09.45 - 10.00
Not just a pocket money app: how Jobs To Be Done helped us discover our true purpose
gohenry
11.45 - 12.15: Meet The Speakers & Video Networking
12.15 - 12.45: Lunch
15.10 - 15.40: Break
Meet The Speakers & Video Networking
Why DesignOps Matters — Now and Next
Head of Marketing, Elsewhen
Lead UX Designer, Nutmeg
Design Director, TransferWise
Head of Design, Moneybox
Design Ops Lead, JP Morgan
Cofounder & Director of Design, Elsewhen
Scaling a design team to align with our missions - the challenges and benefits
Moneybox
Challenge accepted – how fin-techs and neo-banks positively influenced one of the world’s financial giants
HSBC
Zoom Networking Party
Talk
Design for Growth
10:00 - 10:30 Jon Marshall
Rebank are huge fans of Superhuman, especially Rahul's product/market fit engine, but we
encountered a problem at the start of 2020… how do you know exactly what design direction to
head in when you don't have access to good quantitative data (yet)?
In this talk, weʼll discuss the importance of grassroots research and how to confidently launch
new products using the richest dataset thatʼs available to you: millions of non-customers.
Weʼll tell the story of how rebank increased customer conversion from 8% to 66% and weʼll give
you a sneak peek at the business banking experience of the future…
Talk
Not just a pocket money app: how Jobs To Be Done helped us discover our true purpose
10:35 - 11:05 Marina Romashkinev
Talk
The cost of hypergrowth
11:10 - 11:40 Samantha Davies & Beth BrettinghamIn a little over 5 years, Monzo’s grown from a fintech startup to a fully fledged, regulated bank with almost 5 million customers. Starting as a prepaid card, today Monzo offers what you’d expect from a bank, coupled with the design and technology that propelled its popularity. But it’s not always been a smooth ride. Join Samantha and Beth to hear about the challenges that came with hypergrowth at Monzo, and how research and design can lead the way in building a product that solves deep and meaningful problems for people.
Talk
Embedding Design for cultural transformation
13:25 - 13:55 Paola Miani
Companies around the world in the last few years have recognised the value of Design in helping organisations to become more competitive and deliver true value to customers and the business. Many have acquired Design agencies and built in-house Design teams with the aim to be more customer centred. However, the company itself must transform its culture in order for Design to be embedded successfully and have the expected impact.
Developing a Design culture in any organisation is a long and challenging journey. In this talk, I'll share some lessons learned in the last 2 years as the Head of Design Culture at Lloyds Banking group.
Topics for the talk:
What's Design culture and strategies to embed it in organisations
Supporting Design teams for success in a challenging environment
Developing 'Business empathy' and partnerships
Understanding Design as part of the ecosystem in delivering successful experiences
Talk
Challenge accepted – how fin-techs and neo-banks positively influenced one of the world’s financial giants
17:45 - 18:15 Ilko Batakliev
Big international banks are more often than not associated with over-regulation and legacy systems and seldom with design maturity. Yet the combination of global reach, scale and digital mindset creates endless opportunities for impactful customer experiences.
HSBC is a 155-years-old financial giant which has fully and irreversibly embraced digital. The fintech revolution has challenged and positively disrupted the bank which has resulted in innovative offerings.
In this talk, I’d like the share with you what it feels like to be a design leader at HSBC – the challenges, the opportunities and the excitement of solving complex customer problems across the globe.
Talk
Over-complicated? Over-simplified? The UX Efficient Frontier
14:00 - 14:30 Morgane Peng
For years we, designers, have been celebrated for making everything easier. For decluttering complex and convoluted interfaces. For adding a bit of emotion to all those dull screens. But can we go too far sometimes?
What makes for a good user experience is entirely dependent on who uses it. There is a danger in treating complex problems as if they were much simpler than they really are. Especially in industries like financial services! When simple becomes simplistic, we run the risk of disempowering our users.
In this talk, you'll find out:
- How to find the right balance between simplicity and complexity
- How not to be overwhelmed when designing for complex apps and tools
- How to design with advanced users in mind
Talk
Taking Open Banking further
14:35 - 15:05 Mirta RotondoOpen banking unfastened the world of fintech by introducing real-time access to banking data and slashing payment costs. But how easy has it been to convince users to trust this new technology? Mirta Rotondo, VP of Brand and Experience Design at TrueLayer, shares her team’s key findings on increasing open banking adoption.
Talk
Mapping customers journey - the path to better product decisions
16:35 - 17:05 Mariya BrownEveryone today talks about improving customer experience, but what’s the best way to achieve this? A key challenge for solutions providers is how to obtain valuable feedback from users who experience software pain points first hand. Increased engagement is a must to achieve this. While this means dedicating more resources to the client, there is a great deal to be learned from such remediation programs. Firstly, it will help to grow the relationship with the dissatisfied client. Secondly, valuable data can be gathered to assist in the creation of personas and user journeys that will inform the design decisions of future products. In conclusion, extending the collaborative relationship with clients into new product roadmaps, as well as securing interest in upgrades, both positively impact the bottom line and improve the lives of the clients.
Talk
Scaling a design team to align with our missions - the challenges and benefits
17:10 - 17:40 Michelle Aaron
Moneybox is on a mission to help everyone save and invest for the future. Launched in 2016, Moneybox has experienced rapid growth, and today it has over £1bn in assets, a community of more than 500,000 customers and a team of over 160 people. At launch, Moneybox offered users the chance to invest the spare change from daily card purchases into a Stocks & Shares ISA. It now offers a range of saving and investment products including Lifetime ISAs and Pensions to cater to four key savings missions.
In this talk, Michelle will share her experience of the design challenges of serving customers with very different needs as the focus expanded from one product, to savings missions - as well as the lessons learned from restructuring the team to align with these missions over the past year. She will shed light on the impact that being embedded within cross-functional teams has had on designers, product quality, design culture and customer satisfaction. She will also discuss the challenges of this structure and how to remain a close knit design team. The session will also highlight some design successes from the Retirement and Home buying teams.
In this talk, you'll find out:
- How this way of working can make us better designers
- How design can help inform business decisions
- How working cross-functionally has enhanced our design culture
Panel
Why DesignOps Matters — Now and Next
15:40 - 16:30 Matt Soczywko Danielle MacDonald Michelle Aaron Kim Marchant Heath Bateman Tadhg McCarthy
Why DesignOps Matters — Now and Next
For anyone who has a stake in design output in their organisation, unlocking designer productivity is a key concern.
DesignOps is emerging as a key step in the evolution of the design practice, for designers, design teams and for design leaders. The design discipline has taken inspiration from engineering on how to become more efficient and fault-proof. Elsewhen invites you to discuss with a panel of design leaders from across the financial services ecosystem, how to apply your design capabilities and processes back onto other processes and teams, and how to improve the teams interaction with other parts of your organisation's delivery capability.
We will look in detail at the potential for DesignOps to accelerate us on the journey to efficiency, on making sure that the changes we introduce are meaningful, taken onboard by our teams, and land well with the business. We will also try to imagine where this exciting new field could take the discipline in the future.
Panel
15:40 - 16:30
Secret Speaker
Secret Speaker
Secret Speaker
Why DesignOps Matters — Now and Next
For anyone who has a stake in design output in their organisation, unlocking designer productivity is a key concern.
DesignOps is emerging as a key step in the evolution of the design practice, for designers, design teams and for design leaders. The design discipline has taken inspiration from engineering on how to become more efficient and fault-proof. Elsewhen invites you to discuss with a panel of design leaders from across the financial services ecosystem, how to apply your design capabilities and processes back onto other processes and teams, and how to improve the teams interaction with other parts of your organisation's delivery capability.
We will look in detail at the potential for DesignOps to accelerate us on the journey to efficiency, on making sure that the changes we introduce are meaningful, taken onboard by our teams, and land well with the business. We will also try to imagine where this exciting new field could take the discipline in the future.
Talk
Brands and products shouldn’t socially distance
12.50 - 13.20
Daljit
As a new fintech, the absence of a full suite of product features means having a strong brand idea that cements your identity is essential. Daljit will discuss how brand behaviour and communications can support product development through the early stages of growth. He will demonstrate how ANNA achieved this by being brave with its marketing from launch and continued with its playful and distinctive campaigns as the business has grown.
For any business, building strong foundations for a brand allows it to use its core values to play into the product and features, enabling the brand to inform and guide the development of the service. By forming deep connections between experience, functionality and brand personality, organisations will attract and retain customers. Daljit will describe how this approach is embodied in ANNA’s unique in-app chat which is born of the brand and from there springs design, UX and recognisably conversational tone of voice all working hand-in-hand.
But taking a design-led approach means there can be a constant tension between technology and design. Daljit will discuss how to navigate the paths between the two, turn this creative tension into a productive opportunity and ensure that design and technology have a happy, close and long relationship.
Key takes outs
- How brand can support product development in the early stages of life
- An interesting approach to comms creates conversation
- Imbedding product truth into marketing builds trust
- Build magical features that you can communicate in 1 line
- Design must get into bed with technology to be loved
For any business, building strong foundations for a brand allows it to use its core values to play into the product and features, enabling the brand to inform and guide the development of the service. By forming deep connections between experience, functionality and brand personality, organisations will attract and retain customers. Daljit will describe how this approach is embodied in ANNA’s unique in-app chat which is born of the brand and from there springs design, UX and recognisably conversational tone of voice all working hand-in-hand.
But taking a design-led approach means there can be a constant tension between technology and design. Daljit will discuss how to navigate the paths between the two, turn this creative tension into a productive opportunity and ensure that design and technology have a happy, close and long relationship.
Key takes outs
- How brand can support product development in the early stages of life
- An interesting approach to comms creates conversation
- Imbedding product truth into marketing builds trust
- Build magical features that you can communicate in 1 line
- Design must get into bed with technology to be loved