Presentation at the Interactieve Vielfalt in Bremen, 2013.
User, customer and human mindsets can coexist at the same time. This causes misunderstanding between people and organisations like when approaching users with customer information. Investing in advertising and promotion increases the number of users, and improving usability and attractiveness might result in higher usage. However, these activities do little for the one who decides, pays, and expects value for money AKA the customer.
Remote Customer Account Opening and OnboardingAndy Ambrose
Digital customer account opening and onboarding has many challenges. For complex transactions, often times scanning, faxing, emailing, express mail etc. are required to complete the process. In addition, many customers are required to visit a physical branch to verify their identity to open new accounts, complete applications and other processes that require a substantial amount of complicated paperwork. Due to the amount of work it takes to get complex forms/applications completed, there are delays, procrastination and customer drop off.
Liveoak Technologies is solving for the time it takes to complete new account paperwork, customer onboarding and insurance/financial applications as well as decreasing customer drop off. Find out more about the problem and how Liveoak solves for it. Digital transformation is happening now for remote account opening.
#fintech #finserv #banktech #insuretech #Regtech #IdentityVerification #IDV
Remote Customer Account Opening and OnboardingAndy Ambrose
Digital customer account opening and onboarding has many challenges. For complex transactions, often times scanning, faxing, emailing, express mail etc. are required to complete the process. In addition, many customers are required to visit a physical branch to verify their identity to open new accounts, complete applications and other processes that require a substantial amount of complicated paperwork. Due to the amount of work it takes to get complex forms/applications completed, there are delays, procrastination and customer drop off.
Liveoak Technologies is solving for the time it takes to complete new account paperwork, customer onboarding and insurance/financial applications as well as decreasing customer drop off. Find out more about the problem and how Liveoak solves for it. Digital transformation is happening now for remote account opening.
#fintech #finserv #banktech #insuretech #Regtech #IdentityVerification #IDV
Digitizing the Customer Experience within a Utility Robert Simon
Welcome to Transistor! The first ever strategic planning approach to taking the first steps towards building a digital customer experience within a Utility.
Drawing upon our independent research, workshops and extensive experience in customer experience, we have developed a foundational model for any utility looking to chart the course to stay relevant, be more effective (and competitive) as a digital customer centric organization. So what you’ll find inside this guide is a way to get the planning and preparing process started immediately to determine the roadmap you are going to need to build out, manage, and operationalize a lot of change.
NetFinance 2014 Presentation: Driving Digital AdoptionJames Hodges
Presentation given by Melanie Woods, Digital Product Manager at UMB Bank.
Did you miss out on NF 2014? Then make sure to join us in San Diego for NetFinance Interactive: http://wbresear.ch/ht
'How do you convert the end user into using online channels instead of traditional channels?'
This is the Information related to Economic growth in this pandemic situation. Especially it was related to MBA people who are willing to Earn in digital Platforms.
Dobiquity is a cloud-based platform that helps hospitality and tourism enterprises to improve business performance by replacing inefficient manual processes with user-friendly web and mobile apps. Our first three apps were launched in May 2015 and allow operators to enhance the quality of the customer experience. Additional apps to help manage important tasks such as On-the-Job Training, Stocktaking etc. will be launched regularly so the suite of apps will continuously expand. Each app digitises an important business task and also provides comprehensive reporting features to aid performance measurement and guide decision-making.
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.
Reshaping the Bank around Pervasive Service DesignMauro Giorgi
IDC Banking Forum, Milan, February 12th, 2015
Innovation in Bank requires a totally new Service Creation approach which requires a new Operating model, new Organizational structures, new Partnership models, new Investment Evaluation/Monitoring practices and a new Service Creation process. Digital Checkup is our approach to drive Banks towards their digital awareness
positioning them inside the Readiness Matrix through the evaluation of 2x5 drivers.
What is the most important thing that changes during times of recession? Customer behavior. Building a good customer experience through experimentation can help retain existing customers, strengthen brand loyalty, and gain valuable insights.
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
Digitizing the Customer Experience within a Utility Robert Simon
Welcome to Transistor! The first ever strategic planning approach to taking the first steps towards building a digital customer experience within a Utility.
Drawing upon our independent research, workshops and extensive experience in customer experience, we have developed a foundational model for any utility looking to chart the course to stay relevant, be more effective (and competitive) as a digital customer centric organization. So what you’ll find inside this guide is a way to get the planning and preparing process started immediately to determine the roadmap you are going to need to build out, manage, and operationalize a lot of change.
NetFinance 2014 Presentation: Driving Digital AdoptionJames Hodges
Presentation given by Melanie Woods, Digital Product Manager at UMB Bank.
Did you miss out on NF 2014? Then make sure to join us in San Diego for NetFinance Interactive: http://wbresear.ch/ht
'How do you convert the end user into using online channels instead of traditional channels?'
This is the Information related to Economic growth in this pandemic situation. Especially it was related to MBA people who are willing to Earn in digital Platforms.
Dobiquity is a cloud-based platform that helps hospitality and tourism enterprises to improve business performance by replacing inefficient manual processes with user-friendly web and mobile apps. Our first three apps were launched in May 2015 and allow operators to enhance the quality of the customer experience. Additional apps to help manage important tasks such as On-the-Job Training, Stocktaking etc. will be launched regularly so the suite of apps will continuously expand. Each app digitises an important business task and also provides comprehensive reporting features to aid performance measurement and guide decision-making.
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.
Reshaping the Bank around Pervasive Service DesignMauro Giorgi
IDC Banking Forum, Milan, February 12th, 2015
Innovation in Bank requires a totally new Service Creation approach which requires a new Operating model, new Organizational structures, new Partnership models, new Investment Evaluation/Monitoring practices and a new Service Creation process. Digital Checkup is our approach to drive Banks towards their digital awareness
positioning them inside the Readiness Matrix through the evaluation of 2x5 drivers.
What is the most important thing that changes during times of recession? Customer behavior. Building a good customer experience through experimentation can help retain existing customers, strengthen brand loyalty, and gain valuable insights.
On the 5th December 2013, Intelecom took a trip into the future to look at the trends which will influence our contact centres and the way in which we deliver customer service. Featuring a fascinating key note from Gartner, Intelecom also took the opportunity to dispel some of the myths surrounding Cloud contact centres and highlighted the growing importance of Social Media in customer service.
White wonder, Work developed by Eva TschoppMansi Shah
White Wonder by Eva Tschopp
A tale about our culture around the use of fertilizers and pesticides visiting small farms around Ahmedabad in Matar and Shilaj.
Technoblade The Legacy of a Minecraft Legend.Techno Merch
Technoblade, born Alex on June 1, 1999, was a legendary Minecraft YouTuber known for his sharp wit and exceptional PvP skills. Starting his channel in 2013, he gained nearly 11 million subscribers. His private battle with metastatic sarcoma ended in June 2022, but his enduring legacy continues to inspire millions.
PDF SubmissionDigital Marketing Institute in NoidaPoojaSaini954651
https://www.safalta.com/online-digital-marketing/advance-digital-marketing-training-in-noidaTop Digital Marketing Institute in Noida: Boost Your Career Fast
[3:29 am, 30/05/2024] +91 83818 43552: Safalta Digital Marketing Institute in Noida also provides advanced classes for individuals seeking to develop their expertise and skills in this field. These classes, led by industry experts with vast experience, focus on specific aspects of digital marketing such as advanced SEO strategies, sophisticated content creation techniques, and data-driven analytics.
Storytelling For The Web: Integrate Storytelling in your Design ProcessChiara Aliotta
In this slides I explain how I have used storytelling techniques to elevate websites and brands and create memorable user experiences. You can discover practical tips as I showcase the elements of good storytelling and its applied to some examples of diverse brands/projects..
Book Formatting: Quality Control Checks for DesignersConfidence Ago
This presentation was made to help designers who work in publishing houses or format books for printing ensure quality.
Quality control is vital to every industry. This is why every department in a company need create a method they use in ensuring quality. This, perhaps, will not only improve the quality of products and bring errors to the barest minimum, but take it to a near perfect finish.
It is beyond a moot point that a good book will somewhat be judged by its cover, but the content of the book remains king. No matter how beautiful the cover, if the quality of writing or presentation is off, that will be a reason for readers not to come back to the book or recommend it.
So, this presentation points designers to some important things that may be missed by an editor that they could eventually discover and call the attention of the editor.
Connect Conference 2022: Passive House - Economic and Environmental Solution...TE Studio
Passive House: The Economic and Environmental Solution for Sustainable Real Estate. Lecture by Tim Eian of TE Studio Passive House Design in November 2022 in Minneapolis.
- The Built Environment
- Let's imagine the perfect building
- The Passive House standard
- Why Passive House targets
- Clean Energy Plans?!
- How does Passive House compare and fit in?
- The business case for Passive House real estate
- Tools to quantify the value of Passive House
- What can I do?
- Resources
Fonts play a crucial role in both User Interface (UI) and User Experience (UX) design. They affect readability, accessibility, aesthetics, and overall user perception.
Maximize Your Content with Beautiful Assets : Content & Asset for Landing Page pmgdscunsri
Figma is a cloud-based design tool widely used by designers for prototyping, UI/UX design, and real-time collaboration. With features such as precision pen tools, grid system, and reusable components, Figma makes it easy for teams to work together on design projects. Its flexibility and accessibility make Figma a top choice in the digital age.
49. Receives the product, starts the
service
Early stages of being a customer and
dealing with the transition to service
provider
Familiar with the company, its product
and service, establishing regular energy
consumption
Change in personal situation or
circumstance that impacts the contract
Receive & Setup New customer Customer Change in use
Setup:
Make sure the customer is
familiar with the phone and
core services
Educate:
About the product and
other features
Personalise:
Make offers and
recommendation on how to
use additional services
Seduce:
Offer incentives to use new
services and introduce
others
Mobile banking service
50. Project
Manager
Team member contributions….. structured to support meetings….. ensuring clear decisions and approvals
Management
Sponsor
Team
Member
Clarity on progress
Local
market
SME
Programme
leader
External
partner
Coordinator
Tasks
assigned
Receives
actions
Loads approved
version
Receives
approval request
Status
update
Manage global marketing
campaigns
Is it raining? The response of my friend is to visit a site.
My response is to look outside.
Making payments and transferring money to family & friends via SMS in Bangladesh
Paying your mobile phonebills with cash using kiosks in Rumania and Russia
Train delays and cancelations announced at a station in the UK
Reading the energy meter in Amsterdam
Your fridge has something to say, or someone left you a message.
Toilet facilities in London Underground “the tube”
Waiting in Line - Thailand Style
My name is Melvin Brand FluI am a partner in Livework as service design company with studios in London, Oslo, Rotterdam and Sao Paulo
We seek to understand the service from a human and customer perspective and balance that with the capabilities of an organisation
Having worked with hundreds of clients over the world we have come to believe a couple of things
Most of the services shown before failed because of HIM.
We call him “the human”
Most of the services are designed for the user
While everybody talks about the customer, organisations struggle to service them
And then there is the consumer… the one you want to have as a customer
Design services for the human, not the caricatures
Just some examples from our work
NFC is a new-ish technology that enables contactless payments
The Oyster card in the London is an example of this.
Looking back we learned a couple of things
A user experiences a transaction in 3 states: before, during and after
There are concerns that relate to the “before” state
Then there are concerns during the transaction.
And worries after the transaction.
As seen before, there is also the customer, the consumer and the human states of mind
The customer is the one that usually raises a concern or incident
Consumer is not your customer (yet) and needs to be won over
The human prefers simplicity and transparancy.
Most of the services and service improvements have technology component that enables this to happen
All the services mentioned her have a low tech approach and are used/consumed by over 300 million people.
Quick tap is a mobile service launched in the UK in 2010, enabling people to pay with their mobile phone by taping the terminal. This requires an ecosystem of smart phones, cards and chips.Meanwhile over 300 million people without a bank account are using their dump phones to make payments.
BarclaysPingit service enables you to send money directly to friends, who have a Barclays account…From the terminals in Russia millions of cash payments are made friends family and businesses. One of the biggest users of the service: mobile companies
The advanced app gives your energy consumption, enables you to send a picture of your meter reading and offers other useful services. The only thing it does not do is tell your bill in money instead of kWh. What is a kilo watt anyway?
This app tells you about delays. Pretty useless when you are IN the tube in London.The driver can tell you real time AND relevant information
Yes, your fridge can talk. It can talk to your supermarket, your TV, give you diet tips… Will you listen, or do you care??
A perfectly designed system was supposed to eliminate queues in a hospital by giving the wait time on a mobile device. People optimised their time, wandered around and came late.I Thailand you would not leave your shoes behind.
Some moreexamples.
The customer experience lifecycle for mobile services. Most of the negative experiences (irritations) are preventable and show up as incidents. For most companies there is a business case for early to improve receive & setup and early use phases of the lifecycle.
Noorganisation can tackle all the irritations and service improvements in one go. There are multiple intervention points that can be addressed, some of them fairly easily.
This example shows a workspace for a project organisation. Usually these systems are designed at an input level: people who use this tool frequently
By designing the tool for the decision makers and stakeholders, the whole process can be cut down significantly saving a significant amount of time and money.
A customers’ life and interest do not start when they engage an organisation, but often some time before. It is important to know where customers are in their lifecycle, not where they fit in the business cycle
The example of the apple hotel. There was a service failure which was handled well by the hotel to make sure I was happy, However, they never came back to me as a customer, nor recognise the inconvenience I suffered as a customer.
The design of service is not always on a screen. Designing an invoice is of crucial important to organisations that have few interactions with their customers.
The design of the social system behind the interface is more important that what happens on the screen.
Designing an insurance service in combination with a bank card for young people is important to educate them about insurance.
Taking a CEO to experience his service is crucial in getting understanding and buy-in.
The design of a complete system landscape is impossible for most organisations. Redesigning the customer facing part can have a major impact.
The interface design for Zipcar site is not the determining factor. Designing the services behind and beyond the screen is crucial to the success of the service.
Test concept early with customers in order to learn more about what want, need and like.
And the final example.
Toilet in London undrground.
Toilets can also be an experience.
By creating an unique experience it is no longer just about the toilet.
A good design to cater to specific segments, in this case parents with (small) children.
You can go overboard with design.. an app to play music from the toilet.
Very practical.. find the nearest toilet…including wait time.
And perhaps the simples solution. Just put an arrow to find the nearest toilet.