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Product design - Service design - Revolut Case Study + Shareshop

Revolut Case Study through the eyes of a product / service designer & Shareshop. Revolut User Experience & Product Design Best practices that generate enormous user value.

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Product design - Service design - Revolut Case Study + Shareshop

  1. 1. Product design Case + Shareshop @tadejmursic Tadej Mursic @tadejmursic
  2. 2. • Who’s with us today? • Product design - a “new” dawn • Revolut Case Study – banking service / product example • “Shareshop” - exp Aloha!
  3. 3. 3/56https://en.wikipedia.org/wiki/Paul_Watzlawick “You cannot not communicate.” ~ Paul Watzlawick
  4. 4. 4/56 “You cannot not design.” ~ me
  5. 5. 5/56
  6. 6. User It’s not about whether your organization values “design.” It’s about whether your organization truly values humans. ~ Kim Goodwin, @kimgoodwin 6/56
  7. 7. InVision, Design Better https://www.designbetter.co/ 7/56
  8. 8. Design … ... is a purpose driven activity. 8/56
  9. 9. Salesforce Design Principles, https://www.lightningdesignsystem.com/guidelines/overview/ 9/56
  10. 10. From making people want products to making products people want. John Wilshire, Smithery.com 10/56
  11. 11. Reality 1:1 Habitual Grid 11/56
  12. 12. Reality 1:10 1- Look broader 12/56
  13. 13. User Journey 13/56 UX Pressia, https://uxpressia.com/templates/cjm-for-banking-finance-for-people
  14. 14. Reality 100:1 2- Look closer 14/56
  15. 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. 15/56
  16. 16. 3. Think beginner / different / younger New Reality / New Curve / New Grid 16/56
  17. 17. Pirates of the Caribbean: Boat Upside Down. https://www.youtube.com/watch?v=sNj8mJq65i4 How might we …? 17/56
  18. 18. Human biases 18/56
  19. 19. Product designers alpha tool Thinking 19/56
  20. 20. Revolut Case: Revolut 20/56
  21. 21. Revolut, www.revolut.com 21/56
  22. 22. 23/1223/56
  23. 23. 24/56
  24. 24. 25/56 Value – proposition Canvas https://www.strategyzer.com/canvas/value-proposition-canvas
  25. 25. 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
  26. 26. 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
  27. 27. 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. 28/56
  28. 28. 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
  29. 29. 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
  30. 30. 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
  31. 31. 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 32/56
  32. 32. 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 33/56
  33. 33. Justin Kan - @justinkan Real Life #1 Unit testing without integration testing https://twitter.com/i/status/1078363114666627072 34/56
  34. 34. Real Life #2 User testing without system testing 35/56
  35. 35. 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* 36/56 *ficitonal character :)
  36. 36. 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
  37. 37. 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 38/56
  38. 38. Better product Faster growth, no marketing ... (media costs) 10× better, 10× cheaper 39/56
  39. 39. 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
  40. 40. Nova KBM, Instagram Revolut, in-app feature 41/56
  41. 41. From … making people want products … To … making products people want. 42/56
  42. 42. 43/12 N26, Google Search Revolut, Google Search 43/56
  43. 43. 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
  44. 44. 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. 45/56
  45. 45. 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
  46. 46. 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
  47. 47. 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 48/56
  48. 48. 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. 49/56
  49. 49. The Goolge Cemetery - A list of dead Google products and why they died - https://gcemetery.co/ RIP 50/56
  50. 50. https://twitter.com/i/status/1107688160958562304 Data & Design 51/56
  51. 51. Digital is data driven. [data+design] Find noise in the signal. 52/56
  52. 52. 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. 53/56
  53. 53. 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.
  54. 54. Not enough Time Not enough data (or not exact data) Ambiguity everywhere Various stakeholders The real World 55/56
  55. 55. Fight your P-D impostor syndorme, observe, deeply care about the user. 56/56
  56. 56. My, oh, my … [ ] @spotifydesign @uberdesign @airbnbdesign @dropboxdesign @lyftdesignteam @ibmdesign @googledesign 57/56
  57. 57. The future is in the making. How will we shape it? Thank you. @tadejmursic @ tadej.mursic@gmail.com @tadejmursic Tadej Mursic 58/56
  58. 58. 59/12 Let’s talk … … and do this “shareshop” thing.
  59. 59. 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]?
  60. 60. 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.
  61. 61. … 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
  62. 62. - 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
  63. 63. 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

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