The Futures of Finance: Insights from FXD 2021
In a system mired by frustrations, complexities, regulations, and shifting priorities, we have no shortage of obstacles to overcome. Leaders across the financial ecosystem are trying to understand and define what the future of finance holds. By tapping into Futures Thinking, a design strategy that prompts practitioners to reveal what could happen in the future due to decisions, actions, and issues occurring in the present, we can begin to unravel possible future horizons. At FXD, we challenged our leaders to imagine their own preferable futures of finance (plural because there is not one single future) by digging deep into the weight of history, push of the present, and pull of the future and the systems, barriers, and opportunities that each carries with it.
Why UX is an Imperative in the Insurance Industry’s Digital Transformation
The insurance industry is in the midst of a profound digital transformation. Innovative new companies such as Root and Lemonade have disrupted the way customers interact with insurers, offering sleek digital interfaces and promises of five-minute policy quotes. In this article, Jon Fukuda, principal at UX design and technical consultancy Limina talks about the current trends and opportunities of digital transformation in the insurance industry.
Rethinking User Personas
UX designers are creating elegant user personas that include details irrelevant to the work at hand, reducing their value for teams. In addition, these personas often leave out contextual details and behaviors that specify the frustrations and issues users face. Without these details, personas are just another deliverable that doesn’t achieve their goal — which should be to help design teams feel closer to the people for whom they are solving problems.
Personas need relevance — a trait often lost in an effort to simplify and move quickly. What designers need is a new framework for creating personas. This framework should steer designers toward better understanding, empathy, and inclusion.
Keeping Personas and Journeys Engaging and Relevant
Most personas and journey maps are dead shortly after arrival. A common reason why these documents are abandoned is that they eventually no longer represent the current customer or the latest business objectives. This article describes the common pitfalls associated with these projects and offers practical advice that your team can use to ensure a healthy long life for your personas and journey maps.
Keeping Personas and Journeys Engaging and Relevant
Most personas and journey maps are dead shortly after arrival. A common reason why these documents are abandoned is that they eventually no longer represent the current customer or the latest business objectives. This article describes the common pitfalls associated with these projects and offers practical advice that your team can use to ensure a healthy long life for your personas and journey maps.
Journey Mapping in the New Normal: Part 3
This is the third and final article in the series on journey mapping during the “new normal”. This final article in the series will focus on the application of the journey map findings and journey map maintenance.
Journey Mapping in the New Normal: Part 3
This is the third and final article in the series on journey mapping during the “new normal”. This final article in the series will focus on the application of the journey map findings and journey map maintenance.
Journey Mapping in the New Normal: Part 2
COVID-19 and the resulting lockdown regulations forced many companies to reenvision how they interact with their teams and customers. This change brought uncertainty, but also opportunities to improve experiences previously not optimized for a digital experience. This second article in a three-part series discusses one company’s collaboration between the User Experience (UX) and Digital Experience (DX) teams to evaluate the current digital and offline experiences as an end-to-end journey map.
Journey Mapping in the New Normal: Part 2
COVID-19 and the resulting lockdown regulations forced many companies to reenvision how they interact with their teams and customers. This change brought uncertainty, but also opportunities to improve experiences previously not optimized for a digital experience. This second article in a three-part series discusses one company’s collaboration between the User Experience (UX) and Digital Experience (DX) teams to evaluate the current digital and offline experiences as an end-to-end journey map.
Journey Mapping During the “New Normal”
COVID-19 and the resulting lockdown regulations forced many companies to reenvision how they interact with their teams and customers. This change brought uncertainty, but also opportunities to improve experiences previously not optimized for a digital experience. This article discusses one company’s collaboration between the User Experience (UX) and Digital Experience (DX) teams to evaluate the current digital and offline experiences as an end-to-end journey map. The scale of this initiative was massive: it covered the entire journey representing people, processes, and technology from customer acquisition through client growth and expansion.