The presentation explains how virtually every product and service in the financial services industry will be affected by new business models and the a new set of expectations, behaviours and needs from digital natives.

1. Re-­‐thinking
the
customer
Disrup3ve
shi5s
in
financial
services:
the
customer
perspec3ve
Next
Bank
Europe,
Barcelona,
September
2014
Aldo
de
Jong,
Co-­‐Founder
at
Claro
Partners
and
Startupbootcamp
IoT
&
Data

2. Jiri
Belgium
Aldo
Netherlands
Rich
USA
Megan
UK
Mandy
Lebanon
Elisabeth
Netherlands
Gunes
Turkey
Abby
USA
Claro
helps
corpora>ons
and
startups
to
navigate
disrup3ve
shi5s
in
society
and
business,
delivering
service
design
and
business
innova3on

3. THE
END
OF
THE
WORLD
…
AS
YOU
KNOW
IT…

4. FROM
OWNERSHIP..

5. ..TO
ACCESS

6. FROM
SERVICES
DELIVERED
BY
COMPANIES..

7. ..TO
SERVICES
DELIVERED
BY
NETWORKS

8. FROM
BIG
DATA..

9. ..TO
SMALL
DATA

10. FROM
FINANCIAL
INSTITUTIONS

11. ..TO
FINTECH

12. Currency
exchange
Payments
Loans
Financial
management
Transfers
&
micro-­‐financing
Angel
funding
Credit
card
issuing
Credit
card
authorisa3on
Transac3ons
Risk
assessment
Cheque
deposit
Financial
statements
Currency
Investment
management
All
the
func3ons
across
tradi>onal
financial
services
are
being
disrupted.

13. Digital
Na?ves
are
deeply
scep?cal
of
conven?onal
financial
ins?tu?ons
and
would
rather
discover
and
create
their
own
solu?ons.
Financial
ins?tu?ons
cannot
simply
respond
by
being
“more
digital”.

14. They..
WORK
PLAY
SOLVE
LIVE
TRAVEL
LEARN
MULTI-­‐TASK
CONNECT
..differently.

15. Digital
na>ves
grew
up
in
a
fast-­‐paced
world
surrounded
by
fast
changing
technologies
“How
can
your
organiza?on
be
flexible
and
quicker
to
respond
to
the
new
expecta?ons?”

16. Digital
Na>ves
are
not
impressed
by
technology,
nor
do
they
have
an
inherent
interest
in
technology
itself.
“How
do
you
create
a
financial
service
that
delivers
real
value,
using
technology
as
a
tool?”

17. Digital
na>ves
are
all
about
self
expression
and
meaningful
connec>ons
to
others
“How
can
you
turn
banking
into
a
meaningful
ac?vity
and
create
an
opportunity
to
connect?”

18. They
create
their
own
experiences
through
experimenta>on,
looking
at
how
others
have
done
it
before,
mixing
and
matching.
“How
does
a
bank
facilitate
customers
to
create
their
own
personal
banking
experiences?”

19. Digital
na>ves
use
their
mobile
devices
as
their
primary
screens,
developing
their
own
expecta>ons
on
mobility.
“Is
mobile
going
to
stay
their
first
reference
for
online
financial
services?”

20. Digital
na>ves
like
to
discover
not
only
elements
of
mystery,
surprise
and
reward,
but
also
a
world
of
new
possibili>es.
“Can
you
make
a
financial
service
experience
which
demands
less
commitment
and
is
more
ad
hoc?”

21. Start
with
answering
these
ques3ons..
“How
do
you
create
a
financial
service
that
delivers
real
value,
using
technology
as
a
tool?”
“How
can
you
turn
banking
into
a
meaningful
ac?vity
and
create
an
opportunity
to
connect?”
“How
does
a
bank
facilitate
customers
to
create
their
own
personal
banking
experiences?”
“Can
you
make
a
financial
service
experience
which
demands
less
commitment
and
is
more
ad
hoc”
“Is
mobile
going
to
stay
their
first
reference
for
online
and
on
the
go
banking?”
“How
can
your
organiza?on
be
flexible
and
quicker
to
respond
to
the
new
expecta8ons?”

22. ..and
find
out
which
other
ques3ons
to
ask
“How
does
an
established
bank
move
beyond
its
old
legacy
in
banking
systems
to
serve
new
needs?”
“How
do
you
create
trust
in
a
digital
service,
asking
people
to
highly
depend
on
your
technology?”
?
?
?
“Does
loyalty
s?ll
exist,
or
should
financial
services
focus
on
a
whole
different
kind
of
rela8onship?”

23. Always
in
Beta
Financial
Services
for
Digital
Na>ves
in
collabora>on
with
Invita>on
to
join
our
Consor>um

24. Your
organiza?on
has
a
track
record
of
innova?on.
Can
you
con?nue
to
meet
this
demand
for
industry
transforma?on?

25. Always
in
Beta
|
We
would
like
to
invite
you
• Social
Scien>sts
• Anthropologists
• Design
Researchers
• Service
Designers
• Interac>on
Designers
• Investors
• Execu>ves
• Entrepreneurs
• Engineers
• Technologists

26. Always
in
Beta
|
We
would
like
to
invite
you
consumer
profile
market
radar
concept
toolkit
new
proposi3ons

27. Thanks
and
share
back!
@claropartners
#NBEU2014
Aldo
de
Jong|
Co-­‐Founder
aldo@claropartners.com