Consumer expectations regarding sustainable products and services are on the rise. How can the financial sector adapt to meet those expectation and maintain competitiveness?
We prepared a detailed guide for the financial sector, which outlines how to integrate sustainability into existing value propositions and how to build new ones.
The digital transformation has been the engine of the recent growth in the financial services sector. But we have come to a point, in which being digital is not a differentiator anymore in the eyes of many customers. It has become a hygiene factor and a commodity. Therefore, financial services providers need another reason for the customers to join and to stay with them. A strong candidate to be that reason is sustainability. Read the full article here.
Our research shows that there are 5 basic types of risk that customers take into account when deciding on whether or not to travel by air. In the full article we’ve listed those risks along with good aviation industry practices, but have we also included examples of strategies from other industries, which may serve as an inspiration. Read the full article
Have you been thinking of improving an existing product, launching a new solution or adding a new feature to create a unique customer experience? Maybe you’ve been considering streamlining your processes or delivering a technology that can really make a difference?
As much as all these options might be of interest, your first dilemma might be whether to invest in R&D and design at all — since the return might come in a medium to long perspective, while you might have more immediate needs and goals. Or your investors might have a preference for short term focus.
The coronavirus crisis is a world-changing event having a growing impact on the global economy. In a series of internal futures thinking exercises we looked at 5 areas: Travel & Leisure, Society, Economics & Consumption, Environment and Politics. You may find our hypotheses of what’s going to change in business operations, part of our Economics area, in our article on Medium: https://medium.com/@wearekba.com/how-business-operations-might-adapt-to-the-post-pandemic-reality-6feba2d260c2
The COVID-19 pandemic may be remembered as the single most disruptive event in modern history. It is likely to durably reshape the customer, employee and organizational behaviour. Many of us might be currently asking ourselves what the upcoming future will be like and how to prepare to do business in such an environment.
Our team felt a strong urge to come to a common vision of what the post pandemic landscape might look like. Therefore we conducted a series of internal futures thinking exercises, the summarized results of which covering the area of travel you may find in our article on Medium: https://medium.com/@wearekba.com/the-future-of-travel-leisure-in-the-post-pandemic-world-28736d404be
Coronavirus is an opportunity. Yet our perception is biased and influenced by many mental shortcuts. The panic around the outbreak shows that it is hard to overcome those biases. But we can use the knowledge about human behaviour to protect ourselves from COVID-19 and from many other infections. Read our article on how we can do it here: https://medium.com/@wearekba.com/coronavirus-a-chance-for-a-beneficial-behavioural-change-fd1346373bb7
One of the reasons why you might be here reading our words is that you doubt investing in empathetic design would yield an attractive return. Thank you then for giving us a chance for convincing you of importance of properly designed research.
First we’ll see how costly launching an innovation without proper research can be. Second, we’ll provide you with a great story about how beneficial empathizing with a user could be when it brings a game changing insight into a business.
An increasing need for qualified employees, especially those who take part in digital change, is a big deal for today’s companies. Employers are facing two main struggles: attracting new talents to join the company and retaining them by keeping their heart close to where your company is. Can we design a workplace which would address those struggles? A workplace which would tune with its employees to keep them motivated and creative, and keep them for long? How to become a ‘love brand’ among employees and transform them into company ambassadors?
Photo source: Service Experience Camp
Marta and Andrzej ran an open session during last Service Experience Camp in Berlin. It was about coping with mental shortcuts that appear commonly in design processes. In 3 different groups they worked on 3 different popular mental shortcuts:
First was confirmation bias, commonly known as ‘my-side bias’. This kind of selective thinking makes us cherry pick information in line with our initial beliefs or hypothesis (frequently happening in testing phase).
Second was the bandwagon effect affecting our thinking among others and having an effect commonly known as groupthink (thinking & decision making primarily because other people think or do something, regardless of own beliefs). This one can lead us to poor-quality decision-making in any phase of the process.
Third bias we had on the table was the Ikea effect. It’s about liking and investing more in things (or ideas) we devoted our time and/or effort to (or assembled them ourselves). In a design process that could mean overinvestment into ideas where it’s not objectively justified. In the worst case scenario that could lead to sunk cost fallacy.
All 3 groups worked independently designing solutions that were aiming to prevent and/or fight the biases in design processes. And each of the groups addressed a different bias. Unexpectedly all of the groups brought up the same number 1 solution for each type of bias. It was playing the devil’s advocate!
What does that mean in your design process? Always consider the opposite or the alternative. Force yourself to look for the observations that would prove you wrong. Imagine your project going wrong and ask yourself why. This way you’ll definitely know if the idea you invest in, has strong objective pillars.
Obviously, there were more solutions we discussed. If you’re interested in having a quick view at those, please see the presentation from our session here.
It's the time of the year, when your bank's customers might be checking their card transaction statements and discover the high currency conversion costs. Read how to avoid the next travelling season to stand for a customers outflow.
We have just launched a new service: now we can help Poland-based SMEs re/design their next successful product or service up to 85% reimbursed by the Polish Agency for Enterprise Development (PARP) within the "Design dla Przedsiębiorców" program.
In our previous article, we talked about the need for Warsaw to work towards improving the services which allow to have a good quality of life in the city, and therefore developing its human capital. In our opinion, as Euro 2012 was a stimulus to improve city’s infrastructure, we see Brexit as the best moment to start looking at improving our city services.
There are three important steps for Warsaw to attract more human capitalby working collaboratively with its inhabitants:
think of designing a city as if you were designing a service,
believe in the value of service design,
start experimenting.
Cities are realizing that future prosperity depends more and more on people and relationships between them, and not so much on the extraction of and production of goods from natural resources. In this line, we are witnessing continuing competition of cities to attract human capital, which is a source of creative power in science, technology, business, culture and art, as well as other fields.
We see Brexit as an opportunity for Warsaw to start its journey to improve the services the city offers which aim to ensure a good quality of life for people already living here as well as to attract new human talent to develop the human capital of the city. Although the methodology to design services is not well known in Poland, all services are designed, consciously or unconsciously.
Poland is still lagging in the area of attracting talent not only behind the most developed Western countries or China but also behind its regional partners. Challenging at first sight, this can be addressed starting with a realization that a city is in fact a combination of services (healthcare, transportation, education, entertainment, housing, etc.) delivered to a variety of users (inhabitants, workers, students, tourists, etc.). By consequence, as other services, a city can very naturally be a subject of service design.
On March 2, our Head Consultant Krzysztof Kwiecinski participated in Visa Mobile Day conference in Warsaw, giving a presentation on how to leverage customer needs to win as a bank in a market increasingly under threat from nimble FinTech competitors.
Have a look at the content here: https://lnkd.in/eKgZikP
