Rung András’s presentation at the E-banking summit on 30th May 2017 – download the presentation in English (pdf) or download in Spanish (pdf).

Find below the excerpt of the presentation:

WHAT IS UX?

• Designing the user experience means designing and visualising functions that offer value to users defined by business needs. More efficient design and development at a higher standard
• We are the architects of the digital space

WHY UX?

• Higher sales or more users
• Faster and more affordable development
• More affordable maintenance
• Greater satisfaction

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
• Direct and straightforward communication
• Interpretative PFM

PERSONALISATION

• Created from an adequate database
• In-depth understanding of behaviour and thinking
• Personas that are actually used
• Modular architecture
• Continuous measureing and testing
• 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
• 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 CONTROL, CHATBOTS

• The appearance and automation of chat interfaces
• For the visually impaired, children, the illiterate and people with occupied hands
• Proper AI and voice recognition
• Other non-intimate details

DIRECT, STRAIGHTFORWARD

• Easily understandable for users
• Easy to use
• No lengthy introduction

DECISION-MAKING BASED ON POTENTIAL REVENUE

• UX-UI design is 10-15% of development
• Estimated by measuring and testing profit
• Calculation of return before development
• Return on investment within roughly one year, possibly within months
• 83% average KPI improvement

HARD CRITERIA

• Conversion, client acquisition
• Lead generation
• Retention
• Recommendations
• Worker productivity
• Savings on costs

SOFT CRITERIA

• Involvement
• Satisfaction
• Loyalty
• Recognition

MORE EFFECTIVE SALES

• StubHub 2.6% = 18 million USD in additional revenue
• Bank of America +45% registrations
• fairkolcson.hu 9% conversion
• 300 million Dollars button on amazon.com

LOWER SUPPORT COSTS BY IMPROVING THE SELF SERVICE FUNCTION

• DELL: 10 million USD cut in support costs thanks to self service
• Israel Aircraft Industries 22,000 USD investment, 780,000 USD saved

COST CUTS ON DEVELOPMENT

• Development time can be reduced by 33-50%
• Development cost can be reduced by 50%