Assuaging Users' Skepticism

DESIGNING FOR FINANCIAL SYSTEMS Assuaging Users’ Skep;cism FACE OF FINANCE October 24, 2012 Astrid Chow Emily Kihn Allison Lenz 1 Property of Roundarch Isobar. Privileged & conﬁden;al.

Users’ Skep?cism What we heard… •  “I don’t know where to begin.” Users know that they probably “should” know how their re;rement saving is going. •  “I’m not a financial professional.” They oTen have a family member or friend who helps them manage their finances. •  “I’m afraid that there is nothing I can do to beUer my situa;on.” No one can control what the market does, so users feel like they have no control. •  “How can I possibly save money aside when I need all of my money right now?” What they have is what they need. •  “I contribute up to what my employer matches, and that’s it.” Users tend to save only as much as their workplace benefits dictated. 2 Property of Roundarch Isobar. Privileged & confiden;al. Designing for Financial Systems: Assuaging Users’ Skep;cism

Establish a Tone with Guidance Set proper expecta?ons •  What informa;on does the user need to supply in order to fully beneﬁt from the tool? 1 2 3 1 2 3 BillShrink: hUps://www.billshrink.com/ 3 Property of Roundarch Isobar. Privileged & conﬁden;al. Designing for Financial Systems: Assuaging Users’ Skep;cism

Provide Guidance Throughout Don’t abandon the user •  Provide help along the way HootSuite: hUp://hootsuite.com/plans 4 Property of Roundarch Isobar. Privileged & conﬁden;al. Designing for Financial Systems: Assuaging Users’ Skep;cism

Guide Users through Complex Financial Concepts Avoid “Legalese” Provide a summary of the legal terms 1.  Conversa;onal tone 2.  Alleviate their anxiety 5 Property of Roundarch Isobar. Privileged & conﬁden;al. Designing for Financial Systems: Assuaging Users’ Skep;cism

Bringing people and brands together like never before Thank you very much! achow@roundarch.com Property of Roundarch Isobar. Privileged & conﬁden;al. Property of Roundarch Isobar. Privileged & conﬁden;al.

Assuaging Users' Skepticism

by BentleyDUC on Jan 07, 2013

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