OVERVIEW: Key Experience Indicators score specific and actionable phenomena related to using a product or service. They help make product roadmap decisions, precede and even predict business outcomes, and give insights into qualitative findings and customer anecdotes. That said, in many industries, financial services included, experiences of product users are not being measured and teams find it challenging to agree on goals, metrics, and action to be taken.
TAKEAWAY: In this keynote, Tomer will offer definitions around experience measurement, touch on traps many practitioners tend to fall into, and give examples for useful experience indicators. You will learn about a framework for deciding what to measure and take away steps toward establishing an experience measurement system that goes hand in hand with a modern product management practice.
9:15 - 10:15 Keynote - “Key Experience Indicators for Product Management"
Keynote presentation by Tomer Sharon, Managing Director, Head of User Research & Metrics at Goldman Sachs
OVERVIEW: Now that we are 20+ years into a highly measurable medium, what is holding us back from optimizing our design decisions?
TAKEAWAY: Looking at ourselves, teams, and partners as an ecosystem, this talk will outline the challenges of implementing scientific processes in story-based cultures, and outline how we must evolve in order to remain competitive.
10:15 - 10:45 “Measuring Design – Minding the Gap in our Skills and Behaviors”
Presentation by Lawrence Lipkin, Executive Director, Head of User Experience Design for Treasury Services in J.P. Morgan’s Corporate & Investment Bank
11:00 - 12:00 pm “War Stories from the Front”
Panel with Karen Pascoe, SVP- Experience Design at MasterCard, Steve Turbek, Managing Director at Goldman Sachs, Miles Begin UX Manager at Google, Melissa Cullens, Chief Design Officer at Ellevest & moderated by Mark Safire, Team Lead, User Experience Research at Bloomberg LP.
OVERVIEW: Experienced UX leaders can find themselves in difficult situations which are often specific to the environment they work in. This can range from large institutions who work with wealth management, payment systems to smaller companies who work in more specialized areas. Often the solutions have common themes with outcomes that indicate best practices.
TAKEAWAY: Participants will learn about specific situations that provided challenges and what experienced UX professionals did to solve those problems. Takeaways include generalized best practices for dealing with specific problems in the many areas of financial systems.
OVERVIEW: How often are you delighted by a digital experience? When an experience truly exceeds your expectations, it sticks in your mind. Emotional design centers the creative process on eliciting such responses and emphasizing even the smallest moments: a simple animation, the perfect tone of voice. By putting the user’s emotions first, we focus on moment-to-moment reactions with the goal of creating a positive, even enjoyable experience. We create and deepen emotional connections that help hold the customer’s attention, build confidence, and drive further engagement. It can even increase completion rates.
TAKEAWAY: Customers care about more than what a product or experience does. Successful designs account for how the product makes them feel, their experience interacting with it, even what it might say about them. In this presentation, Mark Mulvey, Creative Director, discusses the promise of emotional design and the effect of truly delightful moments on the overall customer experience.
12:00 - 12:30 pm “Designing for Emotion”
Presentation by Mark Mulvey, Creative Director, TIAA Digital Design
1:30 - 2:30 pm “AI, UX and Financial Systems: Case Studies to Learn From”
Interactive Session led by Elizabeth Rosenzweig, Principal Consultant, Bentley User Experience Center.
OVERVIEW: Artificial Intelligence has been used with increasing frequency to create better user experiences in many areas of finance. This session will provide a brief overview of successful AI techniques including case studies of successful fintech solutions. The second half of he session will be interactive, with attendees breaking into small groups to create innovate smart solutions for financial systems.
TAKEAWAY: Participants will learn about how AI is used to provide better user experiences for financial systems and services. The interactive portion of the session will provide attendees with an experience of creative group work to integrate AI into specific situations.
OVERVIEW: Studies show that the use of plain language increases customer loyalty, improves customer relationships, decreases wasted time and money, and meets regulatory requirements for “clear and conspicuous” language. Despite evidence to the contrary, most financial institutions have not embraced plain language information for customers except when required to (as in the new emphasis on clarity in privacy policies).
TAKEAWAY: This presentation will explain what “clear and conspicuous” means in terms of plain language, give you examples of text that meets those requirements, and help you make the business case for plain language for all content including Terms and Conditions, Privacy Policies, and other required disclosures. You will learn that meeting regulatory requirements enhances your company’s brand by making it easy for customers to do business with you.
2:30 - 3:15 pm “How to Meet Regulatory Requirements for Plain Language in the Financial Sector”
Presentation by Deborah Bosley, Owner and Principal of The Plain Language Group.
3:30 - 4:30 “Navigating Your UX Journey: How to find the right position, hire the best talent, and transition to new roles”
Career Panel with Stacey Sarris, Lecturing Clinical Professor, User Experience at Pace University, Jen Cardello, VP of UX Research & Insights, Fidelity Investments, Ellen Cowan, Executive/MD Digital Innovation, Avanade & moderated by Bill Albert, Executive Director, Bentley User Experience Center.
OVERVIEW: The field of User Experience is rapidly growing, creating a pressure on employers to quickly grow their UX team with a diverse set of skills to meet internal demands and competitive pressures, particularly within financial services. Those seeking a position in UX come from a wide variety of backgrounds, and are often times confronted with challenges on how to best position themselves to employers, and how to transition to the right UX role within an organization.
This will be a panel discussion between industry leaders and academics who will discuss the UX career journey from the employee perspective, focusing on how to find the right position, effectively present themselves to prospective employers, and seamlessly transition to a new UX role. The panelists will also take the lens of the hiring manager and share their thoughts on what they look for when hiring UX professional, how to successfully grow a UX team within a financial services organization, and what the current UX landscape looks like now in financial services.
TAKEAWAY: Attendees of this panel will come away with a better understanding of the UX job market in financial services, and specific tips on how they can build their UX teams, transition to new roles, or get started on their UX career.
OVERVIEW: Behavioral finance provides key insights for UX researchers and designers regarding how people (mis) think about money and investing. We can design entire services and interactions that help clients be better off (according to themselves) by knowing how to use a few key models like vaccines, judo, and firefighting.
TAKEAWAY: Participants will learn about the specific psychological oddities of money and investing, and frameworks for aligning a UX design to a specific behavioral outcome.
4:30 - 5:30 pm “Good” Behavioral Design”
Keynote by Dan Egan, Director of Behavior Science and Investing at Betterment.