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Connectors Enablers & Scouts 
Innovation, Financial Services, Big Ben and UX Harriet Wakelam 
@hwakelam
Once 
Upon 
a time 
…in London town 
 Something wonderful 
 Something puzzling 
 A small winge 
 A big wish 
 And a d...
London 2014: 
“There is no better place 
in the world to set up a 
fintech firm…”Ismail Ahmen, World Remit. 
3
City of 
London 
4 
Canary Wharf 
Plc 
Level 39 
incubator 
The new world 
of finance 
Alternative finance market worth 1....
5 
All about 
incubators 
Learning 
Space Mentors Companies 
Barclays Techstars 
Startup Bootcamp 
Innovate Finance 
FinTe...
6 
Paym 
Mobile payments 
A collaborative payments platform supported by 
the payments council. Just register a mobile 
ph...
7 
UP 
Investments 
Crowdfunded investment 
The alignment of need – 
the recognition of 
maturity of the market
“It’s not a question of whether a 
serious online advice service 
will happen but when it will..” 
David Severn, former he...
Nutmeg 
15 minutes 
break 
Simplicity & transparency 
Finance for the people. Better and 
cheaper intermediation. A simple...
15 minutes 
break Meniga 
Contextual data 
Contextual accuracy – moving 
beyond data as numbers into 
data as service, emo...
11 
Holvi 
Banking in a new world 
Current account, invoicing and 
accounting built in – every Holvi 
account has a built ...
12 
Artificial 
Intelligence 
Personalised human data 
End users can ask anything in 
the language of their choice. 
FinGe...
Trends & patterns 
13 
Aggregation 
Curation 
Personalisation 
Context 
Understanding 
Value
1.7 billion 
14 
The 
Banks 
Big changes in behaviour 
BUT… ideas pipelines are still 
disconnected from delivery 
Lloyds ...
“what we observe is not 
nature itself but nature 
exposed to our method of 
questioning” 
Werner Heisenberg 
15
A 
Story 
…about intention 
 …and translation 
 A big bank 
 A small start up 
 Some misunderstandings 
 MEH
An extraordinary 
confidence, stupendous 
competition and… 
17 
Features 
Useful ideas for features stemming from 
innovat...
Start ups & end ups 
[thanks John Maeda for the phrase] 
18 
What if we..? 
Start ups 
Why do we..? 
End ups 
Identifying ...
Simulation & Collaboration at scale 
19
“The global internet 
is being optimised 
for relationships”Joshua Klein 
20
21 
People join 
things up 
Idea connectors and idea scouts 
The expertise of knowing who does what. Connectors not 
only ...
Engage me! High performers, highly energised 
High performers are not only more energised, 
but have contacts they report ...
Is a Design 
Team….. 
…a connection hub 
what if idea connection could be 
industrialised – with scouts as 
bridges betwee...
“Suit up and get 
back in the sky”John Maeda 
24
Harriet Wakelam 
Head of CX, Medibank Private 
+61 413 631 662 (mobile) 
Harriet.wakelam@gmail.com 
@hwakelam
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Design Teams as connectors for organisational change

Financial services innovation is exploding in London however; there is the emergence of a two-speed innovation culture where banks and start-ups work together and against each other in an uneasy and sometimes volatile partnership. This talk shares the most exciting directions from the big smoke but also looks at the huge opportunities for the experience design skills of idea connection, cross-disciplinary action and collaboration. Find out how what you know is more valuable than you think.

Design Teams as connectors for organisational change

  1. 1. Connectors Enablers & Scouts Innovation, Financial Services, Big Ben and UX Harriet Wakelam @hwakelam
  2. 2. Once Upon a time …in London town  Something wonderful  Something puzzling  A small winge  A big wish  And a dream ready for the taking
  3. 3. London 2014: “There is no better place in the world to set up a fintech firm…”Ismail Ahmen, World Remit. 3
  4. 4. City of London 4 Canary Wharf Plc Level 39 incubator The new world of finance Alternative finance market worth 1.4 bn British Chancellor announces policy change on twitter and at L39
  5. 5. 5 All about incubators Learning Space Mentors Companies Barclays Techstars Startup Bootcamp Innovate Finance FinTech City Level 39
  6. 6. 6 Paym Mobile payments A collaborative payments platform supported by the payments council. Just register a mobile phone number and go. 900px x 1080px
  7. 7. 7 UP Investments Crowdfunded investment The alignment of need – the recognition of maturity of the market
  8. 8. “It’s not a question of whether a serious online advice service will happen but when it will..” David Severn, former head of retail policy at the FSA 8
  9. 9. Nutmeg 15 minutes break Simplicity & transparency Finance for the people. Better and cheaper intermediation. A simple transparent service model that is up to 5 times cheaper than traditional asset managers.
  10. 10. 15 minutes break Meniga Contextual data Contextual accuracy – moving beyond data as numbers into data as service, emotional data – data that changes behaviour.
  11. 11. 11 Holvi Banking in a new world Current account, invoicing and accounting built in – every Holvi account has a built in online store with payment methods included and no programming required. Needs based commerce. 900px x 1080px
  12. 12. 12 Artificial Intelligence Personalised human data End users can ask anything in the language of their choice. FinGenius will find the answer and personalise it to a user profile
  13. 13. Trends & patterns 13 Aggregation Curation Personalisation Context Understanding Value
  14. 14. 1.7 billion 14 The Banks Big changes in behaviour BUT… ideas pipelines are still disconnected from delivery Lloyds Bank Simplification 12 million Retail customers get voice recognition software 6,500 cashiers @ Barclays removed from branches as mobile ambassadors
  15. 15. “what we observe is not nature itself but nature exposed to our method of questioning” Werner Heisenberg 15
  16. 16. A Story …about intention  …and translation  A big bank  A small start up  Some misunderstandings  MEH
  17. 17. An extraordinary confidence, stupendous competition and… 17 Features Useful ideas for features stemming from innovation labs CUSTOMER to COMPANY Product job Features that meet needs and purpose Seucrity Risk COMPANY to CUSTOMER Radical change in meaning Evolution, evaluation, iteration, embedding New unsolicited products that are sustainable and change meaning COMPANY and CUSTOMER
  18. 18. Start ups & end ups [thanks John Maeda for the phrase] 18 What if we..? Start ups Why do we..? End ups Identifying sub-optimal products And services Identify sub optimal practice What’s the gap What’s working Eliminate waste and confusion Challenge Orthodoxy Solve problems in agile ways Identify the problems at scale in agile ways Trendscouting Optimal service
  19. 19. Simulation & Collaboration at scale 19
  20. 20. “The global internet is being optimised for relationships”Joshua Klein 20
  21. 21. 21 People join things up Idea connectors and idea scouts The expertise of knowing who does what. Connectors not only know who is best equipped, but have the social capital to rapidly deploy a network.
  22. 22. Engage me! High performers, highly energised High performers are not only more energised, but have contacts they report as more energising than usual 22
  23. 23. Is a Design Team….. …a connection hub what if idea connection could be industrialised – with scouts as bridges between Reinventing inside out…
  24. 24. “Suit up and get back in the sky”John Maeda 24
  25. 25. Harriet Wakelam Head of CX, Medibank Private +61 413 631 662 (mobile) Harriet.wakelam@gmail.com @hwakelam

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