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Driving into the Future of Fintech with UX Leadership - UXSEA Summit 2019

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This is the presentation deck from UX Conference session by Stevanus Christopel of OVO as a part of UXSEA Summit 2019 in Singapore. UXSEA Summit 2019 was held from 18th to 20th November, 2019. For more information about UXSEA Society, visit https://uxsea.org/

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Driving into the Future of Fintech with UX Leadership - UXSEA Summit 2019

  1. 1. Driving into the future of Fintech with UX Leadership Stevanus Christopel VP of Design at OVO
  2. 2. Finance is an integral part of everyday life. Are you HAPPY with your current banking experience?
  3. 3. Technology & Innovation play important roles in financial service since decades ago. Infrastructure ATM Internet Banking Mobile Banking 2008 Slow Down They tend to focus more on: ● New Rules ● Regulatory ● New Requirements ● etc
  4. 4. BUT...
  5. 5. Innovations continue to grow. Facebook WhatsApp Airbnb Alibaba Grab Tokopedia Life Transformer that bring better service & experience to you. Seamless Everywhere, everytime Disruptive Problem Solving
  6. 6. GAP (especially in UX & Convenience) Traditional Financial Services Customer Expectation This is where fintech players are coming to offer real-life solutions and addressing the GAP, like OVO. Big technology companies are also looking to expand to financial services. ● Facebook ● Amazon ● Alibaba - Ant Financial ● etc Traditional Bank (Backend Technology) Fintech Disruptors (Customer Facing)
  7. 7. What does it mean for us? Your child’s 1st financial account might be on Facebook, Alibaba or OVO.
  8. 8. Beside that GAP, there’s another problem.. Global population, (based on World Bank - 2018) https://www.worldbank.org/en/news/press-release/2018/04/19/financial-incl usion-on-the-rise-but-gaps-remain-global-findex-database-shows and in SEA, (based on KPMG - 2019) https://theaseanpost.com/article/banking-southeast-asias-unbanked-0 We have to focus and drive financial inclusion for the unbanked. Save Money Manage Wealth Reach Goals
  9. 9. Because the equal access to Financial Services is part of social justice for everyone.
  10. 10. To solve that, we need to boost their by understanding their difference. Financial Literacy
  11. 11. It requires strong not only by UX team, but also the whole industry. UX Practices Government Regulators New Startup (Disruptors) Other Companies (Use Case) Traditional Bank
  12. 12. It’s where the strong is needed for the organization. UX Leadership
  13. 13. How OVO drive the future of Indonesia’s Fintech?
  14. 14. Let’s see Indonesia’s data first.. From the 260m population, (2018 - Think with Google) https://www.thinkwithgoogle.com/intl/en-apac/tools-resources/research-stu dies/all-eyes-e-money-race-reach-180m-unbanked-indonesians/ Some facts - 2018: Only 11% of e-money app users are regular users. Around 66% connected to internet, but less than 40% have financial apps. Almost $1 billion e-money TPV, but only 9% unbanked contribute to it. This is a HUGE OPPORTUNITY, especially for unbanked.
  15. 15. 2017, OVO start to operate. 2019 We’re the largest digital payments platform and Indonesia’s 1st Fintech Unicorn. >115M Devices >500k Merchants >300k MSMEs 354 Cities
  16. 16. Long tail use cases Largest Modern Retail acceptance >407 malls, >200,000 merchants #1 Ride hailing platform Grab Car, Bike & Express Widest Traditional Retail coverage >300,000 merchants Fastest growing Food Delivery GrabFood Digital payments • Airtime credits • Electricity • Insurance • P2P • Telco/Tv/Internet Parking Donation Deals Bills Cinema University #1 Ecommerce Platform Tokopedia We believe that strong UX Leadership & Practice is the main driver for that. With this hyper-growth, we still strive to bring Financial Inclusion in Indonesia, especially for the unbanked population.
  17. 17. How OVO will drive that with strong UX Leadership?
  18. 18. 1. Bringing as our strategic initiatives. Customer Centricity
  19. 19. 2. Everyone is a UX Team
  20. 20. 3. Bringing to earlier phase, (problem or opportunity). User Research Product Request from BO Discussion with PM to build PRD Product Workshop Fixed Product Roadmap Design Research and Solution Test from Design BO, PM, Design discuss to build PRD Product Workshop Fixed Product Roadmap Well-tested Final Solution from Design Problem or Opportunity Identification
  21. 21. 4. Bringing Design Process with strong collective effort. Inclusive
  22. 22. 5. Strong bond of between business and UX. Metrics Google’s HEART Framework
  23. 23. How we see the Future of Fintech Industry?
  24. 24. ● Branchless. ● All in your hand experience. ● Less Bankers. ● All Bank in One App. Digital Banking
  25. 25. ● Auto Integration through open data sharing. ● Driving better financial spending. Financial Tracking Bank E-Commerce Government Transportation Digital Payment Financial Tracking
  26. 26. ● Personalized Wealth Management. ● AI-based - ChatBot. ● Less Financial Advisor. Robo-advisory https://www.verdict.co.uk/robo-advisors-automation-wealth-management/
  27. 27. ● Centralized all-in-one person assesment. ● Monitor all behaviour, including daily activities. ● Score as a Service. Social Score https://thegouldstandard.com/2018/12/10/the-reality-of-black-mirror-chinas-social-credit-system/
  28. 28. ● Cryptocurrency. ● Borderless Financial Services. ● Financial Transparency. Blockchain
  29. 29. What else? It’s OUR JOB to define!
  30. 30. And in 5-10 years from now, when there’s a question: Are you HAPPY with your current banking experience? Everyone will say YES! It will be a UX success story in Fintech industry.
  31. 31. Thank You.. Any Questions? Follow our Instagram - @ovo.dsgn Stevanus Christopel VP of Design at OVO