The UX Challenge

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Jouk Pleiter presenting the UX challenge most organizations face. There are great ideas, designs and plans, but most systems are not flexible to adopt them. How to solve this problem?

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The UX Challenge

  1. 1. Customer Experience Solutions. Delivered. 1UX challenges
  2. 2. Customer Experience Solutions. Delivered. Customer Experience Solutions. Delivered. 2Our latest white paper is available for download at:http://banking.backbase.com/adv/ux-whitepaper.php
  3. 3. Customer Experience Solutions. Delivered. Customer Experience Solutions. Delivered. 3ITChallenge
  4. 4. Customer Experience Solutions. Delivered. 4 4Paradigm Shift : From “Inside-out” to “Outside-in” Outside-In approach Customer Customer Experience Experience Layer Layer Core Systems & Products INSIDE-OUT approach
  5. 5. Customer Experience Solutions. Delivered. 5Loosely Coupled : Customer Experience Layer CHANGE REQUIREMENTS Customer Experience Layer CHANGE CAPABILITY INTERNAL SYSTEMS AND PLATFORMS
  6. 6. Customer Experience Solutions. Delivered. Customer Experience Solutions. Delivered. 6Seamless Customer ExperienceAcross Channels & Devices Outside-in Approach - Customer Centric Journeys. * Unify underlying systems (silos) and products groups in seamless Customer Journey. Offer Relevant and Actionable content and functions based on Needs & Preferences Easiness Customizable Any Device Personal Marketing Internet Mobile Mobile Customer Experience Layer … Site Banking App App Security Application Process Content Integration Integration Integration Integration Banking Systems & Processes
  7. 7. Customer Experience Solutions. Delivered. 7Seamless Customer ExperienceSingle platform for Public & Private interactions Blend your open and closed environment into an integrated customer journey * Leverage underlying systems without the need for large scale renovation. Public Marketing Content Personal Comm. My Accounts My Profile Content Tools Products Summary Preferences Transactions
  8. 8. Customer Experience Solutions. Delivered. 8 8Mechanics Used : Widgets Rules & Flows Advisory Tools 1:1 customer treatment Simulation, Calculators, … (targeting, segmentation) Re-Usable Customer Profile Content Widgets collect customer preferences (implicit & explicit) Consistent across Channels Core Banking Other Back-end Functions 3rd Party Functions Transactional CRM, Brokerage, … PFM, …
  9. 9. Customer Experience Solutions. Delivered. 9Clipping a Video EXAMPLES
  10. 10. Customer Experience Solutions. Delivered. Customer Experience Solutions. Delivered. 10OrganizationalChallenge
  11. 11. Customer Experience Solutions. Delivered. Customer Experience Solutions. Delivered. 11 Our Vision : Empower all stakeholders customers, e-business- and IT teams. Business Customer Optimize Online Results ✓ ✓ Superior User Experience Lower Cost-per-Contact ✓ ✓ Multi-Device Access (mobile)Agility : Less IT Dependency ✓ ✓ Personal & Relevant IT ✓ Leverage Existing Infrastructure ✓ Easy Integration ✓ Secure & Performance
  12. 12. Customer Experience Solutions. Delivered. Customer Experience Solutions. Delivered. 12Create multiple layers of ControlEmpower all stakeholders : customers, e-business- and IT teams. Customer in Control BANK 2.0 CUSTOMER PORTAL E-BUSINESS PORTAL MANAGER Business in Control SECURITY PERSONALIZATION JOURNEY CONTENT PRESENTATION INTEGRATION SERVICES SERVICES SERVICES SERVICES SERVICES SERVICES IT in Control CORE BANKING SYSTEMS & ROCESSES
  13. 13. Customer Experience Solutions. Delivered. 13Business NeedsDo it Yourself (DIY) Portal Management To easily manage and optimize their portal directly ( > Publish) * Reducing their dependency of (limited) IT resources ( > DTAP) . Portal Manager End-Users Portal (e-Business Professionals) (Customers) Bank 2.0 Portal
  14. 14. Customer Experience Solutions. Delivered.Customer Experience Solutions. Delivered. 14 Portal Manager
  15. 15. Customer Experience Solutions. Delivered. 16 16We Deliver : Next Gen Digital Financial Services Rising customer expectations and the growing importance of the Web and mobile as sales and service channels mean that financial services e-Business executives need to fundamentally improve the way they serve customers via digital channels.
  16. 16. Customer Experience Solutions. Delivered. 17 17Bank 2.0 Portal Solutions : Global Customer Success
  17. 17. Customer Experience Solutions. Delivered. Customer Experience Solutions. Delivered. 18Thank you!JOUK PLEITER | jouk@backbase.com | @joukpleiter|

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