Jobs That People Hire Online Banks To Do Retail and Business Banking 2010 A dited Product development overview atio n is e ality Inform conf identi lengt h and for12
User Modes & Requirements Matrix “Julie” “Sheena” “Jack” “Daniel” trusting trusting passive preoccupied demanding demanding non-trusting non-trusting but partial technically limited user limited user super super user limited user limited user challenged user user user array of custom notiﬁcations and alerts greater skill & sense of control in personal ﬁnances fast, easy-to-use bill-pay simple, pleasurable online banking tools mobile banking application veriﬁable bill-pay receipts conﬁdence in security of online banking services13
active engagement to bank “Jack” demanding super user low trust, high trust,conﬁdence conﬁdence “Sheena” preoccupied limited user “Daniel” “Julie” non-trusting trusting limited user but technically challenged user passive engagement to bank14
NEW VALUE-ADDED OPTIONS DESIGN INTENTS • Easy onramp to bill-pay set-up 1. BILL-PAY INTEGRATION • Central logon for centralized bank-based bill-paying activity • Secure, veriﬁed, archived payment receipts (i.e., really tight quasi integration) • Text/email notiﬁcations, alerts • Clear, low risk auto payment option • eBills sent directly to bank bill-pay • Secure repository for critical creditor/payee and account information: 2. NEW FUNCTIONALITY due dates, passwords “Financial Profile” & • Income and expenses spreadsheet and history, by category “Budget-Builder” • Basic budgeting worksheets tools, strategies, resources • Basic ﬁnancial scenario projections • View accounts 3. SIMPLE MOBILE BANKING • Transfer funds • Pay bills APPLICATION • Find branch/ATM locations • Integrated affordances for routine “look-ups”, “write-downs” & 4. HANDY DESKTOP TOOLS “calendaring” • Calendar connected to bill-pay • Central location for account emails, e.g., alerts, notiﬁcations of account deposits and transaction “receipts”15
Retail online banking application for Open Solutions, Inc. Rebranded for over 300 financial institutions across North America16
Service tools for innovating chronic disease management title slide ted is edi Service Innovation Design & Development Conference ation lity Inform onfi dentia June 22, 2009, Chicago and c length by Michael Eckersley, PhD for HumanCentered Except where otherwise noted, this work is licensed under a Creative Commons Attribution 3.0 License.
Selected problem space modeling 20,000 classifiable diseases
Selected problem space modeling cardiovascular diseaseData Source: National Health Library, NIH Rendered with Many Eyes, IBM
Problem framing cardiovascular disease diabetes COPDThese six diseases account for the vast majority of deaths, disabilities & health care costs cancer liver cirrhosis asthma
User reearch. Disposable camera study “For years, I think I was in “Teresa” 48 y/o female denial... I did Nixa, MO Conditions: Diabetes, high not want blood-pressure, high cholesterol diabetes & thought it was an older person’s disease”
✔ Leading Causes of US Deaths, 2006 ✔ ✔ ✔ 34 7.3 6.7 6.5 ✔ 3.9 3.9 3.0 % 30% % % % % % % 2.4 1.8 A A KiCa In eu St cc D D lz CO Po H isea Bl son Pn dn as D ﬂu m ia ise he id nc ro ea se oo in i PD be ey e e en o n ke er im rt nt d g te za ia er s s ’sSource: National Center for Health Statistics, 2006 &
Projected Rise in Cases of Seven of the Most Common Chronic Diseases, 2003-2023 ➜ Cancers 62% ➜ Diabetes 53% ➜ ➜ Hypertension Mental Disorders 39% 54% ➜ Heart Disease ➜ 41% Pulmonary Conditions ➜ Stroke 31% 29% Source: The Miliken Institute
Selected problem space modeling Less than 1% of health care expenditures go toward prevention or managed care of chronic disease. Source: Institute of Medicine, Health Affairs, JAMAData Source: National Health Library, NIH Rendered with Many Eyes, IBM
Problem framing Recommendations 1. Focus upstream: target people across a wellness spectrum– from well, to at-risk, to sick. Offer a network of incentives and supports appropriate to their individual situation. 2. Develop a platform of effective psychological, socio-cultural, and spiritual affordances to enable positive behavior and lifestyle changes. 3. Augment existing medical management, prevention, and wellness programs with integrated service tools that empower people to monitor and self-manage their health.
Work with people where they’re at GOOD HEALTH AT RISK POOR HEALTH1 ➔ 2 3 ➔ 4 5➔ 6 John Margo Stuart“Mr. Indestructible” “Ms. Denial” “Down but not out” Age: 26 Age: 45 Age: 63 Non-Profit Admin High School Staffer Retired Salesman MBA Married, 2 Children Married, 2 Children Single Weight: 175 lbs Weight: 165 lbs Weight: 150 lbs Sedentary, Overweight High blood pressure Height: 5’-8” High cholesterol Diabetes High cholesterol Non-smoker Melanoma Non-smoker