Great user experiences recognize that everyone is special. They acknowledge each customer as an individual and make them feel important. They lead to easy to understand choices. About Agnieszka Agnieszka is the UX Designer & Digital Project Manager at Wonga.pl. Her primary goal is to understand and defend the needs of their online users. For several years she’s been trying to generate an emotional experience in banking services, taking financial goals to new heights while delighting users along the way. Agnieszka believes that even the most complicated concepts can be presented in a way which is easy to understand and communicate.

1. Delivering UX
In the digital loan industry
Agnieszka Guryn

2. meaningful
pleasurable
convenient
usable
reliable
functional
How to measure UX?

3. © Kues1 http://www.freepik.com/free-vector/blond-businessman-happy-expression_1030333.html
I am special, because …
I feel like a guest, not a client

4. Informal
tone of voice
Warm
welcome
Familiar
content

5. I’m treated individually
kadr z filmu https://www.youtube.com/watch?v=L0zcc8coQNE
I am special, because …

6. Abandon
procedures
Do not be
anonymous
Provide
alternative
service channels

7. I feel important
http://founterior.com/baby-shower-party-decorate-room/
I am special, because …

8. Personalized
app
Thank You
animations
Extra
functions

9. Nothing will suprise me
http://fundacja.labrador.pl/pl/galeria/egzamin-mel-30-08-2013
I feel safe, because …

10. On-demand
explanation
It works
as expected
Reliable
content

11. I’m aware of all costs
http://www.swiatobrazu.pl/najgorsze-fotografie-slubne-czyli-ujecia-ktore-nie-powinny-sie-zdarzyc--32582.html
I feel safe, because …

12. No
hidden costs
No
offer for zero
Terms of debt
repayment

13. I’m in charge
https://unsplash.com/search/drive?photo=Knv9AaodRKc
I feel safe, because …

14. https://unsplash.com/search/drive?photo=Knv9AaodRKc
Adjust
the offer
Recognize
the needs
Do not push
on the purchase

15. I understand the offer
https://en.wikipedia.org/wiki/Decriminalised_parking_enforcement#/media/File:Hammersmith_%26_Fulham_roadside_parking_restriction_notice.jpg
I act reasonably, because …

16. Summary
or extract
Information
architecture
Visual
language

17. I have a choice
http://www.gorgelous.com/2014/03/24/the-piano-stairs-and-the-fun-theory/
I act reasonably, because …

18. B
62%
A
76%
A+B
86%

19. I know, what to do
© Jorge Royan / http://www.royan.com.ar
I act reasonably, because …

20. Rash
financial
decisions
Needs &
aspirations
Limited
choice
Poor
knowledge
Wrong
product
Spiral of
debt
Risk & prices
growth

21. Engagement in
financial education
Increase
knowledge
Change
attitudes
Change
behavior
Building credit history

22. Financial inclusion meaningful
pleasurable
convenient
usable
reliable
functional

23. Thanks for listening
Agnieszka Guryn