A presentation on app-based retail banking inclusion given at the Financial Conduct Authority in London, January 2019 by Open Inclusion. This presentation was sponsored by the Business Disability Forum.
Four Country Mobile Operator Study: a competitive benchmark of leading mobile...UserZoom
This Benchmarking study gets inside the European mobile operator market to show how users in four countries look for:
- The monthly cost to surf the internet daily with an iPad
- The fax number/address for a high street shop
Bob Tramontano, Director de Operaciones de Negocios de la Industria Financiera de NCR Corporation.
13° Congreso Internacional de Tecnología para el Negocio Financiero
User-Centered Information Architecture for e-commerceSøren Engelbrecht
Practical advice for optimizing online sales tools to increase conversion. (a) How to facilitate "search and browse" (b) How to build advanced sales solutions in the shape of "a Needs Assessment Tool" or "NeAT". Presented at World Information Architecture Day 2016 in Copenhagen
Four Country Mobile Operator Study: a competitive benchmark of leading mobile...UserZoom
This Benchmarking study gets inside the European mobile operator market to show how users in four countries look for:
- The monthly cost to surf the internet daily with an iPad
- The fax number/address for a high street shop
Bob Tramontano, Director de Operaciones de Negocios de la Industria Financiera de NCR Corporation.
13° Congreso Internacional de Tecnología para el Negocio Financiero
User-Centered Information Architecture for e-commerceSøren Engelbrecht
Practical advice for optimizing online sales tools to increase conversion. (a) How to facilitate "search and browse" (b) How to build advanced sales solutions in the shape of "a Needs Assessment Tool" or "NeAT". Presented at World Information Architecture Day 2016 in Copenhagen
Digital Insight discusses how your mobile spending can embrace change with a laser focus on ROI. They take a dive into the future of the mobile channel as a profit engine.
Harnessing the content beast – Content marketing in the multiscreen worldThomas Robbins
Desktops, mobile phones, Digital signage, TV’s, tablets, netbooks, mini-tablets… the list of connected devices your customers are using to consume your content never stops growing! Unfortunately, this doesn’t match your marketing budget. When it comes to serving content in today’s world it’s a myriad of screen sizes and effective calls to action. What are your choices? The landscape of consumerism has changed in a few short years allowing our customers more choices for reading, watching, communicating, socializing, shopping, and making purchase decisions.
This webinar will examine the core concept and practical strategies for creating effective and responsive content in the multi-screen world we live in.
Register now to gain actionable insights and learn:
• Practical strategies to determine the appropriate screen sizes for your content marketing materials.
• Building effective calls to action for multiple screens.
• Practical strategies to use when building your content marketing plan in today’s multi-screen world.
• Decision strategies for deploying content effectively.
• Possible frameworks available
• How best to integrate this approach with your marketing plan.
Improve Your User Experience Through Customer Journey AnalysisFrank Guo
In order to see business opportunities through the lens of customer experience, it’s critical for business leaders to see customer experience through a cross-channel, end-to-end perspective. By looking at customer experience holistically through the so-called Customer Experience Ecosystem (CXE) analysis, we can quickly identify gaps and find solutions to improve customer experience.
PowerPoint presentations from Fundación Capital's South-South Knowledge Exchange Forum, organized with support from IFAD "Leveraging Opportunities to Encourage Financial Inclusion"
A "how-to" guide on creating successful websites or Apps. The three elements are (1) Design for User Tasks (2) Design for Flexibility (3) Design for Measurement. The presentation introduces numerous practical methodologies, e.g., The Application Mountain, The Water Mill Development Model, Onion Governance, and the User Task Matrix. Practical examples are taken from work at Scandinavian Airlines, Tryg Insurance, and Maersk.
Business Decisions Done Right: Through the Four Elements of User ExperienceFrank Guo
By capturing four key elements of user experience, we are able to help business leaders and product managers prioritize decisions by understanding what matters most to their target users.
A basic introduction to the value of working with analytics in Mobile Apps (and elsewhere. A key point is that you must think ahead and design your solution so that it allows optimization and re-use after release without major IT involvement. Cases in the presentation are from Scandinavian Airlines, Tryg Insurance, Maersk, and Apple.
The Digital insurer was pleased to present at IQPC claims & underrwriting conference in Singapore in September 2013. The presentation aimed to stress the important of tablet POS toolkits as a tool to transform agency distribution. In that context the opportuntiy for digital underwriting is then clarified.
The Digital Insurer managed Asia's largest article forum for professionals interested in digital insurance.
Becoming a Product Entrepreneur by Zalando Sr PMProduct School
Main Takeaways:
-Research-driven action - The importance of listening to the customers
-Finding your USP - What can you do better than the competitors?
-Launch fast & keep improving - Reduce the time to get customer feedback.
The banking industry is changing, new comers are changing the game, and banks have to re-invent themselves to stay in the game. What are the key issues? What could be the future?
As a marketing personnel, it is important for you to understand the voice of the customer and how you can enhance your services. Take a look at a slide my group mates and I put together here for better insight!
Digital Insight discusses how your mobile spending can embrace change with a laser focus on ROI. They take a dive into the future of the mobile channel as a profit engine.
Harnessing the content beast – Content marketing in the multiscreen worldThomas Robbins
Desktops, mobile phones, Digital signage, TV’s, tablets, netbooks, mini-tablets… the list of connected devices your customers are using to consume your content never stops growing! Unfortunately, this doesn’t match your marketing budget. When it comes to serving content in today’s world it’s a myriad of screen sizes and effective calls to action. What are your choices? The landscape of consumerism has changed in a few short years allowing our customers more choices for reading, watching, communicating, socializing, shopping, and making purchase decisions.
This webinar will examine the core concept and practical strategies for creating effective and responsive content in the multi-screen world we live in.
Register now to gain actionable insights and learn:
• Practical strategies to determine the appropriate screen sizes for your content marketing materials.
• Building effective calls to action for multiple screens.
• Practical strategies to use when building your content marketing plan in today’s multi-screen world.
• Decision strategies for deploying content effectively.
• Possible frameworks available
• How best to integrate this approach with your marketing plan.
Improve Your User Experience Through Customer Journey AnalysisFrank Guo
In order to see business opportunities through the lens of customer experience, it’s critical for business leaders to see customer experience through a cross-channel, end-to-end perspective. By looking at customer experience holistically through the so-called Customer Experience Ecosystem (CXE) analysis, we can quickly identify gaps and find solutions to improve customer experience.
PowerPoint presentations from Fundación Capital's South-South Knowledge Exchange Forum, organized with support from IFAD "Leveraging Opportunities to Encourage Financial Inclusion"
A "how-to" guide on creating successful websites or Apps. The three elements are (1) Design for User Tasks (2) Design for Flexibility (3) Design for Measurement. The presentation introduces numerous practical methodologies, e.g., The Application Mountain, The Water Mill Development Model, Onion Governance, and the User Task Matrix. Practical examples are taken from work at Scandinavian Airlines, Tryg Insurance, and Maersk.
Business Decisions Done Right: Through the Four Elements of User ExperienceFrank Guo
By capturing four key elements of user experience, we are able to help business leaders and product managers prioritize decisions by understanding what matters most to their target users.
A basic introduction to the value of working with analytics in Mobile Apps (and elsewhere. A key point is that you must think ahead and design your solution so that it allows optimization and re-use after release without major IT involvement. Cases in the presentation are from Scandinavian Airlines, Tryg Insurance, Maersk, and Apple.
The Digital insurer was pleased to present at IQPC claims & underrwriting conference in Singapore in September 2013. The presentation aimed to stress the important of tablet POS toolkits as a tool to transform agency distribution. In that context the opportuntiy for digital underwriting is then clarified.
The Digital Insurer managed Asia's largest article forum for professionals interested in digital insurance.
Becoming a Product Entrepreneur by Zalando Sr PMProduct School
Main Takeaways:
-Research-driven action - The importance of listening to the customers
-Finding your USP - What can you do better than the competitors?
-Launch fast & keep improving - Reduce the time to get customer feedback.
The banking industry is changing, new comers are changing the game, and banks have to re-invent themselves to stay in the game. What are the key issues? What could be the future?
As a marketing personnel, it is important for you to understand the voice of the customer and how you can enhance your services. Take a look at a slide my group mates and I put together here for better insight!
The Digital Insurer speaks at AIA's inaugral bancassurance seminarThe Digital Insurer
The Digital Insurer was pleased to talk about how to think digital and transform face -to-face bancassurance models in Asia.
visit the-digital-insurer.com for more information on the conference.
mobile marketing:
• What is mobile marketing?
• Why is mobile marketing important?
• Opportunities and challenges
• The foundational components explained
Successful companies need to be ambitious in improving their products and channels. They must look at them from the users’ point of view to drive digital transformation and remain compelling in a competitive environment. Read our guide for seamless user experience to understand more.
This Evaluation Report was created to provide guideline and recommendations on
- How to build in house UX practice
- What to align your UX goals with business goals
- What kind of skills are needed in the team and how to hire
- What is mobile First, and how to approach responsive design
Digital Transformation in Customer Service: Roadmap for Success in 2014Ajit Khadd
Consumers have gone digital; you hear phrases like “digital by default” and “digital transformation”
in the C-suite. In fact, CDOs (Chief Digital Officers) are the latest addition to the C-suite!
Conversational commerce/Conversational Banking means allowing customers worldwide, to text /chat/speak with the bank/retail stores, etc. as easily and conveniently as they text/chat /speak with their friends and family in messaging apps
Conversational Commerce with the help of NLP, Big data and AI will radically expedite digital transformation and offers customers a "zero learning curve" experience – no complex interface to navigate – where they can simply message in natural language with the bank or the retail store, etc. to ask questions and get service on their own terms and timetable.
Marcia Tal’s latest video presentation – Omnichannel Banking: Embedding Banking in Consumers’ Daily Lives – explains why and how the future of retail banking lies in the Omnichannel customer experience.
Similar to Inclusive Mobile Banking in the UK (20)
Authenticate it! The power of inclusive insight in digital design.Christine Hemphill
Open Inclusion's presentation from Axe-Con March 2021, Deque's Conference on digital accessibility. We present our perspectives on why, when and how you can may wish to include disability and age-inclusive research participants and user testers in your design process to maximise your customer experience and product value.
Open Inclusion has designed and conducted a daily diary study with a small cohort of participants with very different lived experiences of disability and age. Here we share the
Inclusive design for connected and autonomous vehiclesChristine Hemphill
A presentation and short workshop on why and how inclusive design can improve intelligent mobility solutions. This was delivered at Catapult Connected Places in February 2020 at a session with a range of stakeholders on standards for connected and autonomous vehicle design.
A presentation delivered to Immerse UK, January 2020 by Christine from Open Inclusion about VR and AR technologies. She covers off why and how designers can make immersive technologies that will be better for all users, including those with permanent, temporary or situational disabilities.
Inclusion: underrated and unloved. Turning an ugly duckling into a swanChristine Hemphill
Inclusion is undervalued and impacted by myths that make it appear harder, of lower value and less exciting than it really is. This presentation discusses how we need to rebrand inclusion and accessibility to affect pervasive and deep change.
Wayfinding design that supports cognitive diversity - Open Inclusion 240402019Christine Hemphill
A presentation from Open Inclusion on designing wayfinding for people with hidden impairments from the April session of the Sign Design Society in London. Our presentation focussed most heavily on considerations and a methodology to design effectively for neuro-diverse users.
A presentation from Open Inclusion that details some of the differences and drivers of cognitive diversity as well as some design principles specific to just two groups: older people with memory loss and people who are dyslexic.
what is the future of Pi Network currency.DOT TECH
The future of the Pi cryptocurrency is uncertain, and its success will depend on several factors. Pi is a relatively new cryptocurrency that aims to be user-friendly and accessible to a wide audience. Here are a few key considerations for its future:
Message: @Pi_vendor_247 on telegram if u want to sell PI COINS.
1. Mainnet Launch: As of my last knowledge update in January 2022, Pi was still in the testnet phase. Its success will depend on a successful transition to a mainnet, where actual transactions can take place.
2. User Adoption: Pi's success will be closely tied to user adoption. The more users who join the network and actively participate, the stronger the ecosystem can become.
3. Utility and Use Cases: For a cryptocurrency to thrive, it must offer utility and practical use cases. The Pi team has talked about various applications, including peer-to-peer transactions, smart contracts, and more. The development and implementation of these features will be essential.
4. Regulatory Environment: The regulatory environment for cryptocurrencies is evolving globally. How Pi navigates and complies with regulations in various jurisdictions will significantly impact its future.
5. Technology Development: The Pi network must continue to develop and improve its technology, security, and scalability to compete with established cryptocurrencies.
6. Community Engagement: The Pi community plays a critical role in its future. Engaged users can help build trust and grow the network.
7. Monetization and Sustainability: The Pi team's monetization strategy, such as fees, partnerships, or other revenue sources, will affect its long-term sustainability.
It's essential to approach Pi or any new cryptocurrency with caution and conduct due diligence. Cryptocurrency investments involve risks, and potential rewards can be uncertain. The success and future of Pi will depend on the collective efforts of its team, community, and the broader cryptocurrency market dynamics. It's advisable to stay updated on Pi's development and follow any updates from the official Pi Network website or announcements from the team.
how to sell pi coins in all Africa Countries.DOT TECH
Yes. You can sell your pi network for other cryptocurrencies like Bitcoin, usdt , Ethereum and other currencies And this is done easily with the help from a pi merchant.
What is a pi merchant ?
Since pi is not launched yet in any exchange. The only way you can sell right now is through merchants.
A verified Pi merchant is someone who buys pi network coins from miners and resell them to investors looking forward to hold massive quantities of pi coins before mainnet launch in 2026.
I will leave the telegram contact of my personal pi merchant to trade with.
@Pi_vendor_247
where can I find a legit pi merchant onlineDOT TECH
Yes. This is very easy what you need is a recommendation from someone who has successfully traded pi coins before with a merchant.
Who is a pi merchant?
A pi merchant is someone who buys pi network coins and resell them to Investors looking forward to hold thousands of pi coins before the open mainnet.
I will leave the telegram contact of my personal pi merchant to trade with
@Pi_vendor_247
How to get verified on Coinbase Account?_.docxBuy bitget
t's important to note that buying verified Coinbase accounts is not recommended and may violate Coinbase's terms of service. Instead of searching to "buy verified Coinbase accounts," follow the proper steps to verify your own account to ensure compliance and security.
what is the best method to sell pi coins in 2024DOT TECH
The best way to sell your pi coins safely is trading with an exchange..but since pi is not launched in any exchange, and second option is through a VERIFIED pi merchant.
Who is a pi merchant?
A pi merchant is someone who buys pi coins from miners and pioneers and resell them to Investors looking forward to hold massive amounts before mainnet launch in 2026.
I will leave the telegram contact of my personal pi merchant to trade pi coins with.
@Pi_vendor_247
Introduction to Indian Financial System ()Avanish Goel
The financial system of a country is an important tool for economic development of the country, as it helps in creation of wealth by linking savings with investments.
It facilitates the flow of funds form the households (savers) to business firms (investors) to aid in wealth creation and development of both the parties
Falcon stands out as a top-tier P2P Invoice Discounting platform in India, bridging esteemed blue-chip companies and eager investors. Our goal is to transform the investment landscape in India by establishing a comprehensive destination for borrowers and investors with diverse profiles and needs, all while minimizing risk. What sets Falcon apart is the elimination of intermediaries such as commercial banks and depository institutions, allowing investors to enjoy higher yields.
BYD SWOT Analysis and In-Depth Insights 2024.pptxmikemetalprod
Indepth analysis of the BYD 2024
BYD (Build Your Dreams) is a Chinese automaker and battery manufacturer that has snowballed over the past two decades to become a significant player in electric vehicles and global clean energy technology.
This SWOT analysis examines BYD's strengths, weaknesses, opportunities, and threats as it competes in the fast-changing automotive and energy storage industries.
Founded in 1995 and headquartered in Shenzhen, BYD started as a battery company before expanding into automobiles in the early 2000s.
Initially manufacturing gasoline-powered vehicles, BYD focused on plug-in hybrid and fully electric vehicles, leveraging its expertise in battery technology.
Today, BYD is the world’s largest electric vehicle manufacturer, delivering over 1.2 million electric cars globally. The company also produces electric buses, trucks, forklifts, and rail transit.
On the energy side, BYD is a major supplier of rechargeable batteries for cell phones, laptops, electric vehicles, and energy storage systems.
Empowering the Unbanked: The Vital Role of NBFCs in Promoting Financial Inclu...Vighnesh Shashtri
In India, financial inclusion remains a critical challenge, with a significant portion of the population still unbanked. Non-Banking Financial Companies (NBFCs) have emerged as key players in bridging this gap by providing financial services to those often overlooked by traditional banking institutions. This article delves into how NBFCs are fostering financial inclusion and empowering the unbanked.
how to swap pi coins to foreign currency withdrawable.DOT TECH
As of my last update, Pi is still in the testing phase and is not tradable on any exchanges.
However, Pi Network has announced plans to launch its Testnet and Mainnet in the future, which may include listing Pi on exchanges.
The current method for selling pi coins involves exchanging them with a pi vendor who purchases pi coins for investment reasons.
If you want to sell your pi coins, reach out to a pi vendor and sell them to anyone looking to sell pi coins from any country around the globe.
Below is the contact information for my personal pi vendor.
Telegram: @Pi_vendor_247
The secret way to sell pi coins effortlessly.DOT TECH
Well as we all know pi isn't launched yet. But you can still sell your pi coins effortlessly because some whales in China are interested in holding massive pi coins. And they are willing to pay good money for it. If you are interested in selling I will leave a contact for you. Just telegram this number below. I sold about 3000 pi coins to him and he paid me immediately.
Telegram: @Pi_vendor_247
What price will pi network be listed on exchangesDOT TECH
The rate at which pi will be listed is practically unknown. But due to speculations surrounding it the predicted rate is tends to be from 30$ — 50$.
So if you are interested in selling your pi network coins at a high rate tho. Or you can't wait till the mainnet launch in 2026. You can easily trade your pi coins with a merchant.
A merchant is someone who buys pi coins from miners and resell them to Investors looking forward to hold massive quantities till mainnet launch.
I will leave the telegram contact of my personal pi vendor to trade with.
@Pi_vendor_247
Currently pi network is not tradable on binance or any other exchange because we are still in the enclosed mainnet.
Right now the only way to sell pi coins is by trading with a verified merchant.
What is a pi merchant?
A pi merchant is someone verified by pi network team and allowed to barter pi coins for goods and services.
Since pi network is not doing any pre-sale The only way exchanges like binance/huobi or crypto whales can get pi is by buying from miners. And a merchant stands in between the exchanges and the miners.
I will leave the telegram contact of my personal pi merchant. I and my friends has traded more than 6000pi coins successfully
Tele-gram
@Pi_vendor_247
USDA Loans in California: A Comprehensive Overview.pptxmarketing367770
USDA Loans in California: A Comprehensive Overview
If you're dreaming of owning a home in California's rural or suburban areas, a USDA loan might be the perfect solution. The U.S. Department of Agriculture (USDA) offers these loans to help low-to-moderate-income individuals and families achieve homeownership.
Key Features of USDA Loans:
Zero Down Payment: USDA loans require no down payment, making homeownership more accessible.
Competitive Interest Rates: These loans often come with lower interest rates compared to conventional loans.
Flexible Credit Requirements: USDA loans have more lenient credit score requirements, helping those with less-than-perfect credit.
Guaranteed Loan Program: The USDA guarantees a portion of the loan, reducing risk for lenders and expanding borrowing options.
Eligibility Criteria:
Location: The property must be located in a USDA-designated rural or suburban area. Many areas in California qualify.
Income Limits: Applicants must meet income guidelines, which vary by region and household size.
Primary Residence: The home must be used as the borrower's primary residence.
Application Process:
Find a USDA-Approved Lender: Not all lenders offer USDA loans, so it's essential to choose one approved by the USDA.
Pre-Qualification: Determine your eligibility and the amount you can borrow.
Property Search: Look for properties in eligible rural or suburban areas.
Loan Application: Submit your application, including financial and personal information.
Processing and Approval: The lender and USDA will review your application. If approved, you can proceed to closing.
USDA loans are an excellent option for those looking to buy a home in California's rural and suburban areas. With no down payment and flexible requirements, these loans make homeownership more attainable for many families. Explore your eligibility today and take the first step toward owning your dream home.
USDA Loans in California: A Comprehensive Overview.pptx
Inclusive Mobile Banking in the UK
1. Presentation for the BDF and FCA event
15 January 2019
How well do retail banking apps
include all customers?
2. Why?
• To provide a comparative assessment
• Identify leading practice – celebrate great products
• Build a better understanding of who is excluded
• Identify why apps worked. When and how they didn’t
• Understand the impacts of product creation and
management on inclusion or exclusion
• Develop practical guidance for product design,
development and management teams
Last year we did some primary research
to better understand mobile banking inclusion in the UK
3. Designing a better world for all
Open Inclusion is an accessibility,
research and innovation consultancy.
We provide:
• Usability testing and insight
• Market research
• Inclusion-led innovation
• Universal and adaptive design solutions
• Workplace inclusion
open.inclusion
open.insights
open.access
open.minds
open.ability
4. Who am I?
Christine Hemphill
Managing Director, Open Inclusion
Founded Open just over 4 years ago
Previously was a Strategy Director at a Digital Design Agency
Prior to that, worked in Retail Banking and Wealth Management
• Business and customer experience strategy
• Inclusive business design and management
• Inclusive research
• Inclusion-led innovation
• Market research and economic value analysis
5. Staff capability and intent:
• Highly intelligent, motivated staff
• Most with strong, positive intent
Constrained by:
• Processes, decision making & tools
• Limited relevant customer insight
• Generic groups proxy for real insight
• Technology stack / legacy elements
• Constantly morphing security risks
Banks generally want to provide better customer experiences
However there are many constraints and challenges
Image: Rocky Mountains Bank advertisement
6. • Financial independence
• Access to capital
• Access to financial advice
• Money management
• Risk management
Banks are a powerful force in
people’s lives
7. • The share of current account transactions
completed on mobile apps increased from
21% to 61% from 2012 - 2017
• Forecast to increase for next 5 years
Factors impacting mobile usage
• Broadening mobile functionality
• Higher competition from challenger banks
• New security / authentication options
• How / where mobile is used generates
situational and temporary access needs
Mobile banking is the fastest
growing retail channel
8. Desigual campaign Sept 18
We are all different – normal is a flawed concept
Some differences are visible, most are hidden.
“DIFFERENCE IS
WHAT WE ALL HAVE
IN COMMON”
9. Permanent, situational and temporary needs are all still needs
Making products that work for more people, more of the time
10. Humans are not static sets of capabilities, needs and preferences.
We all fluctuate in and around our personal “normal”
Feeling more resilient
Feeling more vulnerable
Over Time
11. • Retail banking is a very valuable enabler
of personal independence and opportunity
• New entrants increasing competition
• Enhanced ability to move between
providers through Open Banking
• Increasing importance of mobile as a
channel – users, usage, range of functions
• Naturally higher value of inclusive design
for mobile products
• A lack of transparent, comparative
information about inclusive app capability
Why did we do this study?
12. The more inclusive a product is, the better it allows all
users to successfully complete their desired journey
without friction or limitation – over time and in
different environments.
Business benefits when customers get more
consistent, brand aligned experiences.
These benefits include increased revenues, greater
brand loyalty and advocacy, cost savings, more
durable, innovative products and reduced risk.
13. The methodology
User survey
N = 37
How people bank currently, what they want, like / dislike, what
enables or limits them, and what they would like in the future
Expert testing
Usability
testing
N = 5
50 specifically designed criteria
retail banking journey & mobile specific
14. Which apps we selected – iOS and Android versions
App Brand Parent Company
(UK Banking Licence)
% share
UK current
accounts
'Big 4' New
'Challenger'
Bank
Retail
parent
entity
International
HQ - UK
operation
Direct only
no-branches
Mobile only
Barclays Barclays Bank plc 18%
The Co-operative The Co-operative Bank plc 2%
First Direct HSBC Bank plc 3%
HSBC* HSBC Bank plc 9%
Lloyds Lloyds Banking Group plc 27%
Monzo Monzo Bank Ltd. 1%
RBS Royal Bank of Scotland plc 18%
Santander Santander UK plc 10%
Tesco Tesco plc <1%
TSB TSB Bank plc 4%
Total 92%
15. Expert testing – starting from 100
• 48 questions
• Looked to WCAG (2.0 and 2.1) removed
criteria less relevant to mobile or
banking core journeys, added some
others more relevant in this context
• 5 point scale. Zero is baseline – no fails
• The final range for the ten apps on each
platform was
• 68 – 88 for iOS and
• 51 – 85 for Android apps
0
1
2
-2
-1
No fails
Specifically
inclusive
Innovative
inclusion
Loads of fails
Some fails
17. Adding in the usability testing
• Journeys tested (wherever possible)
• Homepage and login
• Account management
• Transfers and payments
• Communication
• Support
• Overall impressions
• Scored by each of the 5 overall categories
• interactions, visual design and media, personalisation
and AT support, user assistance and simplicity
0
0.5
1
-1
-0.5
No fails
Specifically
included me
Innovative and
exciting
Barrier to core
journey
Friction,
limitation
22. Visual design and media
• Colour contrast
• Use of colour (other than colour contrast)
• Graphics and visualisations
• Dynamic / moving content
• Text appearance (e.g. capital letters)
• Video / audio content
23. Interaction design
• Button labels
• Field labels
• Error messaging
• Error prevention
• Link text
• Numerical keypad
24. Access preferences and
assistive technology (AT) support
• Accessibility preferences
• Screen reader support
• Bluetooth keyboard support
• Text resizing
• Pinch zoom
• Biometrics
26. Simplicity
• Ease of login
• Use of headings
• Swiping only functionality
• Language clarity
• Navigation
• Need to scroll
• Timeouts
• Use of icons
27. Sensory – user experiences
“Touch gestures make mobile apps difficult to
navigate for me. I can’t use my bank’s app”
“The app doesn’t work with two finger zoom
on the iPad so I can’t use it”
“The app has not fully supported dynamic type
yet (larger image in iOS). Also I dislike the faint
grey writing – poor contrast.”
28. Sensory – user experiences
“To contact the bank you have to call
them. My bank has Sign video service
only on the desktop”
“Some features require me to call the
bank (eg: Loan application etc) which
creates obstacles for me being Deaf”
29. Physical / dexterity – user experiences
“I haven’t tried [the bank’s] app as I have
severe dexterity issues and can’t do things
quickly and securely.”
“It’s too fiddly for me”
“I used to use the [bank brand] app, but
then there was an update and it became
less accessible. It may be better now but I
got tired of it when it kept crashing with
my assistive technology [Dragon].”
30. Cognitive – user experiences
“I found the app difficult to install
and then hard to use”
“When setting up my [bank brand] app I got
confused by all the different passcodes I was
asked to create versus those texted to me”
“The one touch / facial recognition options
made it so much easier to log on”
31. What people would like (from the survey)
Easier to update personal information 56%
Easier to find help / contact info 50%
More accessible for me 44%
Able to do more banking functions 44%
Easier to find what I am looking for 28%
More secure 28%
Easier to make transactions 22%
Easier to log in 11%
32. An eye to the future
• Open Banking – increased portability,
disaggregating product and service layers
• Increasingly cashless transactions
• Changing security and authentication
• Increase use of voice as an interface
• Increased numbers of people valuing inclusive
design - permanent and situational
• Increasing value of the inclusive market
• Increased competition from challengers
• Post-mobile … the next interface
33. Build inclusion into your process not just products for
sustainable competitive advantage
Likely challenger Sustainable advantage
Advantage is at riskCompetitive disadvantage
Inclusionembedded
intheprocess
Inclusion embedded
in the product
34. Implications to take away
• Ask your customers – gather inclusive insight regularly
• Sustainable inclusion: consider process, not just products
• Ensure procurement is engaged - bought is as good as built
• Create the internal strategy, measures and governance
• Develop across all 5 capabilities as evenly and thoroughly as possible
• Employ more diversely – good for broader customer needs
awareness, ideation and powerful innovation
• Test emerging technologies and new product or functionality
concepts with diverse customer groups
• Maintain and create options
35. Better understanding
better solutions
better for all
Inclusive insight
Listening / learning
Human-centred design
Universal / adaptive
Broaden the value
Innovate / embed
Our services
36. For more information, please contact
Christine Hemphill, Managing Director
christine@openinclusion.com
@openforaccess
better experiences for all
www.openinclusion.com