Fintech UX trends – The time of voice first is here

  • By András Rung
  • 16 Nov 2017
  • No comment
  • 2 mins

Rung András’s presentation at the FinTechRadar on the 18th of October 2017 – download the presentation in English (pdf).
Find below the excerpt of the presentation:

PRIORITY FOCUS POINTS IN FINANCIAL UX

  • Business perspective
  • In-depth knowledge of processes and issues
  • Insight on trends and best practices
  • Experience in handling difficult situations
  • Flexible adaptive capacity

 

WHAT DOES THE FUTURE HOLD?

  • Personalisation
  • Integrated sales
  • Research-led design
  • Service design, holistic approach
  • Voice control, chatbots
  • Interpretative PFM
  • Direct and straightforward communication

 

PERSONALISATION

  • Prepared by an adequate database users
  • In-depth understanding of behaviour and thinking
  • Personas that are actually used
  • Modular architecture
  • Continuous measurement
  • UX experts with AI knowledge

 

INTEGRATED SALES

  • Sales processes for identified users
  • Third party sales
  • Context-sensitive recommendations
  • Identification of life situations

 

RESEARCH-LED DESIGN

  • Instead of ad hoc executive decisions
  • Instead of endless arguments
  • Integrated measurement permeating all areas
  • Functions based on mental models

 

SERVICE DESIGN, HOLISTIC APPROACH

  • The dominance of mobile first is over
  • No experience without physical processes
  • Service-centric thinking

 

VOICE FIRST TIME

  • KPCB, “Voice recognition accuracy has rapidly surpassed 90% and is approaching the 99% threshold for accuracy.”
  • Derek White, BBVA: 2020, 30% of searches on web browsers such as Google will be done via voice commands, i.e. “hands-free”.
  • Siri handles over 2bn commands a week
  • Alexa in 4% of US households (2016)

 

VUI: FOOTMAN OR FRIEND?

  • Situation-dependent adaptation (task, intent)
  • Co-reference and context management
  • A mix of visual and voice-based solutions
  • Expectation management

 

MOBIL SOLUTIONS

  • MIA mobile – Garanti BBVA in Turkish
  • Royal Bank of Canada
  • Santander SmartBank
  • Ebankit – Cortana car
  • Barclays Siri integration

 

ALEXA SOLUTIONS

  • One Capital
  • D3 banking
  • Country Federal Credit Union
  • HDFC Bank
  • Virginia Credit Union
  • Amex
  • ICIC Voicepay
  • Starling Bank – Google home

 

WHO?

  • People with occupied hands
  • Those focusing on efficiency
  • The illiterate
  • Children
  • With poor vision/dyslexia

 

WHY IS IT BETTER?

  • Faster
  • More comfortable
  • Some can only handle this
  • More natural
  • More fun

 

WHAT ARE THE WORRIES?

  • Safety
  • Not discreet enough
  • Do not know what to ask

 

FOR STATUS REPORTING

  • Balance inquiry
  • Spending Summary/li>
  • Exchange rate information

 

TASK EXECUTION

  • Transfer
  • Top up
  • Approval
  • ATM search

 

HOW TO BUILD IT UP?

  • On-site work and interviews
  • VUI and modern language theory (Fillmore, Goldberg)
  • Wildcards and logical inputs
  • Complex opportunity management
  • Nuance Mix, Api.ai, Wit.ai
  • Creating visual screens
  • Special testing (Wizzard of Oz)

 


ABOUT THE AUTHOR

A real veteran of UX by having 13 years of experience. Strong focus on business needs and innovation. András Rung has worked for various institutions and companies since 2002. He is the co-author of the first Hungarian usability book and author of the usability blog Ergomania.

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