Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Assuaging Users' Skepticism


Published on

At the 2012 Face of Finance Conference, at Bentley University, in Waltham, MA, Astrid Chow (Roundarch Isobar) presented "Assuaging Users' Skepticism" during the Designing for Financial Systems session.

  • Be the first to comment

  • Be the first to like this

Assuaging Users' Skepticism

  1. 1. 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.  
  2. 2. 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  
  3. 3. 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://  3   Property  of  Roundarch  Isobar.  Privileged  &  confiden;al.   Designing  for  Financial  Systems:  Assuaging  Users’  Skep;cism  
  4. 4. Provide  Guidance  Throughout   Don’t  abandon  the  user   •  Provide  help  along  the  way   HootSuite:  hUp://  4   Property  of  Roundarch  Isobar.  Privileged  &  confiden;al.   Designing  for  Financial  Systems:  Assuaging  Users’  Skep;cism  
  5. 5. 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  
  6. 6. Bringing  people  and  brands   together  like  never  before   Thank  you  very  much!  Property  of  Roundarch  Isobar.  Privileged  &  confiden;al.   Property  of  Roundarch  Isobar.  Privileged  &   confiden;al.