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Service Design Drinks | Finance - What future do we wish for?

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The second Service Design Drinks of the year brought Francesca Terzi - Service Design Lead at Designit - to nerd together about the possible futures of finance.

As Service Designer, she believes that there are plenty of professionals out there who are also trying to understand what is happening in the fintech and finance world and also wondering what that means for them as professionals.

Francesca is a passionate designer seeking to make a change in the financial sector through the application of User-Centered Design and Agile principles. In the past 7 years, she worked in the development of service MVPs covering UX, agile development and service process improvements in several sectors. Knowledge sharing is her driver and she co-organises the Service Design Drinks and Global Service Jam in Munich.

Published in: Design
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Service Design Drinks | Finance - What future do we wish for?

  1. 1. Service Design Berlin G o o d p a t c h / M AY 1 5 , 2 0 1 9 Finance, what future do we wish for?
  2. 2. Katrin Senior Lead Consultant, ]init[ Who is inviting? Mauro Service Design Director, Designit Martin Head of Service Design, UK Gov Manuel Creative Lead, Fuxblau
  3. 3. Activities of Service Design Berlin Service Design Drinks Service Experience Camp The Service Gazette
  4. 4. Christian Rudolph Circular Economy Julian Kea Hands, Minds & Bricks! Maria Izquierdo Martin Jordan Data & Services Dr. Katrin Dribbisch Design Thinking in Public Administration Aino Hanttu Beyond the holodeck: Creating Next-Gen Experiences Kara Kane Designing communities Michel Tofahrn Michael Tjupalow Public Services Adam Lawerence Jessica Pole Dr. Katrin Dribbisch Scaling Communities March April May June July September October November 2017 Service Design Drinks - Beyond Service Design
  5. 5. 2018 Service Design Drinks - Cases & Learnings Audrey Liehn Timo Kuske Wild Days of Implementation Si-Labs April May July Isabell Fringer Gregor Finger Prototyping Spatial UX Lab1886 Manuel Grossmann Olga Scupin The value of low budget projects J2C
  6. 6. 2019 Service Design Drinks - The Future of… February May July/ August September/ October TBD TBD Abigail Golestanian Eva Hernando Mireia Pumarola The Future of Healthcare Fjord Franzeca Terzi The Future of Finances Goodpatch
  7. 7. Who’s hosting?
  8. 8. What’s the agenda? Input Exercise Mingling
  9. 9. Who’s talking? Francesca Terzi Lead Service Design at Designit, Münich
  10. 10. U T U E SRF HELLO!
  11. 11. U T U E SRF I AM FRANCESCA, SDD MUC ORGANISER, 
 LEAD SD AT DESIGNIT, HERE! Francesca Terzi - Designit - May 2019
  12. 12. U T U E SRF Francesca Terzi - Designit - May 2019 DISCLAIMER! I AM NOT AN EXPERT, I AM A DESIGNER WITH A POINT OF VIEW, YOU ARE HELPING MY EXPERIMENT.
  13. 13. U T U E SRF Raffaisen Bank International Hack.Next Hackathon Who/what influenced me. Fintech Weekly EXEC Fintech ConferenceFI Europe
  14. 14. U T U E SRF LET’S EXPLORE
  15. 15. U T U E SRF Speculative Futures Time preferable probable possible now
  16. 16. U T U E SRF “I TRUST WHAT REQUIRES ME NO BRAIN POWER” The probable future Andreas, 25 yo
  17. 17. U T U E SRF The probable future I trust what is transparent and cheap and easy to “purchase”. I want to give it the same amount of attention that I need to give to booking a flight. I just go with what I need at the moment. That’s my lifestyle.
  18. 18. U T U E SRF TEMPORARYTRUST
  19. 19. U T U E SRF “I TRUST WHO
 PROMOTES MY VALUES” The possible future Steffi, 14 yo
  20. 20. U T U E SRF The possible future I trust what is vegan, ethical and animal-friendly. I understand what money can mean but the discussion is definitely boring. Basically whatever I get into must be easy and fast to switch.
  21. 21. U T U E SRF TRUSTWASHING
  22. 22. U T U E SRF THE FUTURE OF FINANCE. What do we wish for? Francesca Terzi - Designit - May 2019
  23. 23. U T U E SRF Sascha Noack - New Players Network is about to change? “ it is about who understands the customers and gives them exactly what they want” Customer Demand Infrastructures
  24. 24. U T U E SRF 26 INFRASTUCTURE WINS WHO
 DELIVERS But the infrastructure layer is more difficult to handle than we think.
  25. 25. U T U E SRF 27 INFRASTUCTURE Start-ups Big Techs Infrastructure Apple Amazon Google IBM Bny Mellon Solaris Banks , Insurances Incumbents B2B / B2B2C B2C Neobanks
 P2P Fintechs …
  26. 26. U T U E SRF 28 INFRASTUCTURE Start-ups Big Techs Infrastructure Incumbents
  27. 27. U T U E SRF 29 INFRASTUCTURE Start-ups Big Techs Infrastructure Incumbents Complexity in
 the Offer
  28. 28. U T U E SRF 30 INFRASTUCTURE Banks , Insurances Incumbents Complex
 Offer
  29. 29. U T U E SRF 31 INFRASTUCTURE Simple
 Offer Fintechs B2B / B2B2C B2C Neobanks
 P2P Fintechs …
  30. 30. U T U E SRF 32 CUSTOMER DEMAND Temporary 
 Value
 Propositions
  31. 31. U T U E SRF
  32. 32. U T U E SRF Big Techs are probably going to have a front -role in retail market. Apple is starting to build a locked ecosystem of services. Big techs will probably use analytics to build new rules of how to shape financial products. Eco-systems will still need partners and providers.
 ( e.g. Goldman Sachs Bank USA)

  33. 33. U T U E SRF Sascha Noack - New Players Network is about to change? “ I can’t hear the word disruption anymore, ultimately nothing is being disrupted ”
  34. 34. U T U E SRF
  35. 35. U T U E SRF We are already entering the era of aggregators. Users are looking for someone who teaches them and supports them to do better. Users are starting to trust fintechs to take life-mgmt decisions for us. Users should expect more 
 up-selling points from these kinds of solutions.
  36. 36. U T U E SRF 38 CUSTOMER CUSTOMER DEMAND IS A KEY DRIVER But aren’t we easier targets than we think we are?
  37. 37. U T U E SRF Statistischem Bundesamt Bayern 2018 “ the number of young Germans with debts increased by almost 70 percent in just ten years ”
  38. 38. U T U E SRF Miguel Bello - Designit “ finances management is taboo. no parents talk about it at dinner with their kids ”
  39. 39. U T U E SRF Future Time preferable probable possible now OUR CHANCE user / designers
  40. 40. U T U E SRF EDUCATION TECHNOLOGY 
 Designers
  41. 41. U T U E SRF EMBRACE TECHNOLOGY Look a Developer Portals Talk to System Architects Start looking at API Economy Understand backend and operation limits Ease introduction of new contents
  42. 42. U T U E SRF LEARN ABOUT COMPLIANCY Read about regulations Work out the concepts with legal/ service procurement Seek for help from who got there before European regulations offer great chance to be transparent Compliancy is an opportunity
  43. 43. U T U E SRF SYNCRONIZE HEARTBEATS The role of the connector is needed more than ever The run for transformation creates new (intl) users to design for New forms of research are needed to go beyond superficial findings Impact maps to evaluate shared goals should become our “daily bread” Ease introduction of new contents
  44. 44. U T U E SRF As Designers Embrace technology means looking at what actually can be done and deliverables.
 Start looking at Developer Portals, understand the importance of APIs and micro -services. Financial institutions are highly regulated and regulations are making an impact on how these businesses can be transformed. Your role can be the one of syncing the heartbeats of incumbents and other players, to each others and to their existing and potential customers. EMBRACE
 TECH LEARN ABOUT
 COMPLIANCY SYNCRONIZE
 HEARTBEATS OUR CHANCE
  45. 45. U T U E SRF As User OUR CHANCE We should start informing ourselves on what is really out there that can be done with our money. What we learn we can share.
 We can break the silence around an uncomfortable topic. We should be entitled to ask for long-term trust, and we should be able to leverage on it to get serviced properly. SEEK
 ANSWERS SHARE OUR 
 PROFICIENCY DESIGN YOUR
 LEVELS OF TRUST
  46. 46. U T U E SRF LOOKING FROM
 A NEW (ECONOMIC) PERSPECTIVE

  47. 47. U T U E SRF https://www.core-econ.org/escaping-from-imaginary-worlds/ International Student Initiative for Pluralist Economics
  48. 48. U T U E SRF “ For those who want economic literacy this is a great time for learning an then unlearning the principles of economics ” Kate Raworth - Author
  49. 49. U T U E SRF “What if Economics would shape itself starting from humanity’s 
 long-term goals?” Kate Raworth - Author
  50. 50. U T U E SRF Kate Raworth - Author safe and just space for humanity regenerative and distributive economy
  51. 51. U T U E SRF Kate Raworth - Author safe and just space for humanity regenerative and distributive economy social foundation Food 
 Health 
 Education 
 Income & work
 Peace & justice 
 Political voice 
 Social equity 
 Gender equality 
 Housing Networks 
 Energy Water
  52. 52. U T U E SRF Kate Raworth - Author safe and just space for humanity regenerative and distributive economyecological ceiling Climate change Ocean acidification Nitrogen and phosphorus loading Chemical pollution Freshwater withdrawals Biodiversity loss Land conversion Air pollution Ozone layer depletion social foundation
  53. 53. U T U E SRF
  54. 54. U T U E SRF “I NEED TO FEEL CONFIDENT
 ABOUT MY CHOICES” The preferable future Myriam, 20 yo
  55. 55. U T U E SRF The preferable future I trust what I think helps me pushing community and personal goals. My financial literacy is enough to make me look for new form of investments for my future and the society one. I am ready to engage in 
 mid-term contracts, obviously with the possibility to get out of engagements when my goals are not fulfilled.
  56. 56. U T U E SRF ACTIVETRUST
  57. 57. U T U E SRF As Designers We can take an active role in embedding proper education layers in the products and services we are designing for. This is not a duty of banks and insurances. But it is a great step towards long-lasting trust. REDESIGN WHAT MEANS FINANCIAL AND ECONOMICAL EDUCATION. OUR BIGGEST CHANCE
  58. 58. U T U E SRF THANKS SDD FOLKS! Francesca Terzi
 Twitter @franciodipizza Linkedin francesca.terzi Email francesca.terzi@designit.com
  59. 59. U T U E SRF Open Banking Strategy Formation
 Mr. Paul Rohan - April 2017 Banking Report Germany 2030
 Oliver Wyman - 2018 Doughnut Economics 
 Kate Raworth 2017 SUGGESTED READING Speculative Everything - Design, Fiction, and Social Dreaming
 By Anthony Dunne and Fiona Raby
  60. 60. U T U E SRF Sascha Noak
 Twitter @TheSaschaNoack Pirates Summit
 Twitter @PIRATESummit FI Europe Twitter @FiEurope SUGGESTED FOLLOWING Albert Knuth - Connecting the Dots
 Medium The Money GPS
 Twitter @themoneygps & Youtube
  61. 61. U T U E SRF EXERCISE!
  62. 62. U T U E SRF A Preferable Future YOUR CHANCE TO DRAW TEAMS OF 5-6 PEOPLE 2O MINUTES
  63. 63. Jobs?
  64. 64. See you in June! servicedesignberlin.de @SD_Berlin fb.com/servicedesignberlin

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