This document discusses product design and uses Revolut, a banking service, as a case study. It covers topics like user experience design, data-driven design, feedback, innovation, and designing for shareability. Key points discussed include making products that people want rather than just making people want products, focusing on value over features, embracing feedback to improve self-awareness, and designing for "shareable" experiences that are easy to explain to others. The document advocates slowing down to fix issues rather than just moving fast, and challenges the reader to think about how to shape the future of design.

1. Product design
Case +
Shareshop
@tadejmursic
Tadej Mursic
@tadejmursic

2. • Who’s with us today?
• Product design - a “new” dawn
• Revolut Case Study – banking service / product example
• “Shareshop” - exp
Aloha!

3. 3/56https://en.wikipedia.org/wiki/Paul_Watzlawick
“You cannot not communicate.”
~ Paul Watzlawick

4. 4/56
“You cannot not design.”
~ me

5. 5/56

6. User
It’s not about whether your organization values “design.” It’s
about whether your organization truly values humans.
~ Kim Goodwin, @kimgoodwin
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7. InVision, Design Better https://www.designbetter.co/ 7/56

8. Design …
... is a purpose driven activity.
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9. Salesforce Design Principles, https://www.lightningdesignsystem.com/guidelines/overview/ 9/56

10. From
making people want products
to
making products people want.
John Wilshire, Smithery.com
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11. Reality 1:1
Habitual Grid
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12. Reality 1:10
1- Look broader
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13. User Journey
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UX Pressia, https://uxpressia.com/templates/cjm-for-banking-finance-for-people

14. Reality 100:1
2- Look closer
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15. 1st Principles Thinking
1. Identify and define your current assumptions.
2. Breakdown the problem into its fundamental principles.
3. Create new solutions from scratch.
Doubt deeper by asking deeper questions.
Deconstruct the problem.
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16. 3. Think beginner / different / younger
New Reality / New Curve / New Grid
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17. Pirates of the Caribbean: Boat Upside Down. https://www.youtube.com/watch?v=sNj8mJq65i4
How might we …?
17/56

18. Human
biases
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19. Product designers alpha tool
Thinking
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20. Revolut
Case:
Revolut
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21. Revolut, www.revolut.com 21/56

23. 23/1223/56

24. 24/56

25. 25/56
Value – proposition Canvas
https://www.strategyzer.com/canvas/value-proposition-canvas

26. Value – Layer 1
P: people charged a lot (unknown high amount) for
transactions when abroad >
S: Ensure to exchange money on the best possible rate >
V: do it automatically (no cognitive effort) + save money.
UX: Ease of use. Speed of use (1s). Transparency.
$: 0 cost.
26/56

27. Invite for sign-up by a message link. From web,
referral.
Sign-up process below 15 min. > Do it on mobile. Auto
enroll.
Onboarding, fast and simple.
Card delivered in 2 days.
Change PIN code. Through mobile. > 0 fee.
Freeze / unfreeze card in app. > 0 fee.
Geo-located system to block suspicious transactions.
Vault. Rounding-up saving. Saving for …
Value – Layer 2
27/56

28. GIFs in messages.
Weekly spending report SMS.
Text in transactions.
Side of the physical card is blue.
Shipping of the card in 2 days.
Requesting money, sending money also by link.
Magnetic bounce in packaging.
Value – Layer 3
*User delights. Someone deeply cares.
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29. Aim:
“one of the largest financial-services
companies in the world.”
~ Nikolay Storonsky, Revolut, CEO
https://www.bloomberg.com/news/articles/2019-03-21/in-revolut-s-rush-to-be-uber-of-finance-mobile-bank-tests-limits
29/56

30. Value
The amount of effort you put into making
something means nothing to the people
that use it. The only thing that matters
is how much value they get out of it.
Sean Rose, @seanrose
30/56

31. No bueno
Poor support (for free users …)
Advertising: Single-shaming …
https://www.telegraph.co.uk/technology/2019/02/08/single-shaming-revolut-banking-ad-probed-city-watchdog/ 31/56

32. The process is in the way. The
organization is in the way of the
process.
Too many managers, too many lawyers for
approval.
Launching a simple product took 2 years,
and 14 levels of approval. @ Lehman
Brothers.
Product team 100 ppl.
Revolut 400 zaposlenih. Junij 2018. 2019
=> 4 million customers.
Nova KBM konec leta 2017, 1400
zaposlenih. => thousands of customers.
Value – Old Banks
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33. https://www.telegraph.co.uk/technology/2019/02/08/single-shaming-revolut-banking-ad-probed-city-watchdog/
Learn to love feedback.
Every piece of feedback tells you
something, even if it’s just about
how you are perceived by the giver.
Rejecting feedback is rejecting your own self
awareness.
Feedback
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34. Justin Kan - @justinkan
Real Life #1
Unit testing without integration testing
https://twitter.com/i/status/1078363114666627072
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35. Real Life #2
User testing without system testing
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36. Jurassic Park, 1993, Universal Pictures.
“… your scientists were
so preoccupied with
Whether or not they
could
That they didn't stop to
think if they
should.
~ Ian Malcolm*
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*ficitonal character :)

37. Out Of Control, 1994, Kevin Kelly
Out Of Control
This is the dilemma all gods must
accept:
that they can no longer be completely
sovereign over their finest creations.
The world of the made will soon be like the
world of the born: autonomous, adaptable,
and creative but, consequently, out of
our control.
37/56

38. Fireside Chat with Nikolay Storonsky (Revolut) | Disrupt SF 2018, https://www.youtube.com/watch?v=ozx86dJWzBA&t=643s
What, what?
“… we launched the business 3 years ago
[...] we do everything what banks do, but
we make it 10× better and 10× cheaper …”
Nikolay Storonsky, Revolut, CEO
TC Disrupt, September 2018
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39. Better product
Faster growth, no marketing ... (media
costs)
10× better, 10× cheaper
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40. Why?
Metal Card?
How does metal enhance the paying experience? Why Metal?
Emojis within transfers?
Banking for a generation not understood (yet),
driving growth.
GIFs in messages?
Say what?
Canyouimaginepitching
thosethingsthrougha
regularbankapproval
process?
1yr?2yrs?Never?
40/56

41. Nova
KBM,
Instagram
Revolut,
in-app feature
41/56

42. From …
making people want products …
To …
making products people want.
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43. 43/12
N26,
Google Search
Revolut,
Google Search
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44. Newsletter
the “world’s oldest networked publishing
platform”
Now, more of us are moving toward private modes of
sharing: a Slack group instead of a tweet; an encrypted
Signal message instead of a status update.
The New Social Network That Isn’t New at All, Mike Isaac, https://nyti.ms/2TOMR1C 44/56

45. Growth Hacking
Users like to be part of something
underdog-like. A give / tribe of
different people / earl adopters x
evangelizers / in this early stage they
feel even more engaged.
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46. Value or die.
Help Rants of slow support.
From a free product.
That help ppl save money, is super user
friendly and just works.
But the rant is there, because …
46/56

47. Move Fast and Break Things: https://medium.com/swlh/move-fast-and-break-things-is-not-dead-8260b0718d90
Don’t:
Move fast and break things.
47/56

48. Nassim Nicholas Taleb, Antifragile: Things That Gain from Disorder
Antifragile
Some things benefit from shocks; they
thrive and grow when exposed to
volatility, randomness, disorder, and
stressors and love adventure , risk,
and uncertainty.
Yet, in spite of the ubiquity of the
phenomenon, there is no word for the
exact opposite of fragile. Let us call
it antifragile. Antifragility is
beyond resilience or robustness.
The resilient resists shocks and stays the same; the
antifragile gets better.
This property is behind everything
that has changed with time: evolution,
culture, ideas, revolutions, political
systems, technological innovation,
cultural and economic success,
corporate survival, good recipes (say,
chicken soup or steak tartare with a
drop of cognac), the rise of cities,
cultures, legal systems, equatorial
forests, bacterial resistance … even
our own existence as a species on this
planet.
And antifragility determines the
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49. Kevin Kelly - https://kk.org/kk/ - @kevin2kelly
Google Design Sprint - https://www.gv.com/sprint/
Do:
Slow down and fix your shit.
Try stuff.
Most will fail.
Keep making new mistakes.
Fail forward.
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50. The Goolge Cemetery - A list of dead Google products and why they died - https://gcemetery.co/
RIP
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51. https://twitter.com/i/status/1107688160958562304
Data & Design
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52. Digital is data driven.
[data+design]
Find noise in the signal.
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53. https://twitter.com/i/status/1107688160958562304
Data
Purpose driven nature of data.
It always starts with a problem.
You are trying to derive something.
Data can help you answer a
question.
Get right data. It’s not the data, but how you
use it. Weave the data into your product story.
Data cannot tell you everything.
Data is interested in causality (causal
relationships, IFTTT). Because that is how
you derive power.
Derive knowledge is what data is for.
Data is no good if you don’t
understand what it can and cannot
do.
You can derive knowledge from data
in a multitude of ways.
The data needs to add up to something that is
valuable for you to know.
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54. https://www.inc.com/kevin-j-ryan/the-ingenious-reason-snapchat-makes-its-app-so-hard-to-use.html
https://news.greylock.com/intuitive-design-vs-shareable-design-88ff6bb184bb
Level: Jedi
54/56
Plan, test and innovate for …
Sharable design.
The Snapchat app uses a principle Elman refers to in a
new blog post as "shareable design": the idea that an
interface is best understood when explained by someone
else.
That type of design often is best applied to social-media
platforms, and even more so ones used largely by teens.
It's pretty likely that, in the course of using a new app, a
16-year-old is going to show it off to his or her friend.
That interaction adds value for both the newbie, who
gains knowledge about the app, and the explainer, who
feels the joy of teaching someone something they didn't
know.

55. Not
enough
Time
Not enough data
(or not exact data)
Ambiguity
everywhere
Various
stakeholders
The real World
55/56

56. Fight your P-D impostor syndorme,
observe, deeply care about the user.
56/56

57. My, oh, my …
[ ]
@spotifydesign
@uberdesign
@airbnbdesign
@dropboxdesign
@lyftdesignteam
@ibmdesign
@googledesign
57/56

58. The future is in the making.
How will we shape it?
Thank you.
@tadejmursic
@
tadej.mursic@gmail.com @tadejmursic Tadej Mursic
58/56

59. 59/12
Let’s talk …
… and do this “shareshop” thing.

60. 60/60
What’s a “Shareshop”?
My Theory:
[semi-tested hypothesis]
We do not know hot to share in real life.
How do we press the share button in real
Life?
How can we make quick, interesting value
of each others experiences?
Can we deliver this value in short and
engaging stories?
Can we take pressure of sharing /
talking?
How to design an introvert friendly group
chat [in real life, not with Slido]?

61. 61/12
November,
2016
Startup:
Maribor
I made
Slovenian
people share
and talk
openly.
It was fun
and engaging
and almost
nobody left
after 2,5h.

62. … thinking about:
- how to make it interesting?
- How to make it valuable?
- How to make it enjoyable?
- How to be more engaged?
- …
… download …
… page numbers x/42
… position of the seats …
…
My part
62/62

63. - Ima kdo Revolut, N26, Monzoali kakšno domačo bančno
aplikacijo? in je opazil še kak dodaten feature, ki
se mu zdi primer dobrega produktnega načrtovanja?
- Kaj pa pri drugih izdelkih / storitvah? Kaj se vam
zdi killer feature?
- Je kdo prirpavljen delit kako je pri lastnem
razvoju produktu / storitev nekaj „preoblikoval“ na
boljše?
- Kako ste to implenetirali sami?
- Kaj so lekcije, ki ste se jih pri tem naučili?
- Kaj pomeni na boljše oblikovanje?
Q‘s

64. Kako sprasevati boljsa vprasanja in creatat
value
Sniff out tge problem
Jap Quote o smiselnosti featurjev
Hofer killer feature is speed, rrdukcika kog
napora z enakimi trgovinami oz izdelki na zelo
prefvidljivem mestu, biznis side tega, ....
Sxsw slides
Understwnding Biases can help a lot in
cracking the reality matrix