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Assuaging Users' Skepticism

BentleyDUC
BentleyDUC

At the 2012 Face of Finance Conference, at Bentley University, in Waltham, MA, Astrid Chow (Roundarch Isobar) presented "Assuaging Users' Skepticism" during the Designing for Financial Systems session.

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DESIGNING FOR FINANCIAL SYSTEMS Assuaging Users Skep;cism FACE OF FINANCE October 24, 2012 Astrid Chow Emily Kihn Allison Lenz 1 Property of Roundarch Isobar. Privileged & con鍖den;al.
Users Skep?cism What we heard ≒ I dont know where to begin. Users know that they probably should know how their re;rement saving is going. ≒ Im not a 鍖nancial professional. They oTen have a family member or friend who helps them manage their 鍖nances. ≒ Im afraid that there is nothing I can do to beUer my situa;on. No one can control what the market does, so users feel like they have no control. ≒ How can I possibly save money aside when I need all of my money right now? What they have is what they need. ≒ I contribute up to what my employer matches, and thats it. Users tend to save only as much as their workplace bene鍖ts dictated. 2 Property of Roundarch Isobar. Privileged & con鍖den;al. Designing for Financial Systems: Assuaging Users Skep;cism
Establish a Tone with Guidance Set proper expecta?ons ≒ What informa;on does the user need to supply in order to fully bene鍖t from the tool? 1 2 3 1 2 3 BillShrink: hUps://www.billshrink.com/ 3 Property of Roundarch Isobar. Privileged & con鍖den;al. Designing for Financial Systems: Assuaging Users Skep;cism
Provide Guidance Throughout Dont abandon the user ≒ Provide help along the way HootSuite: hUp://hootsuite.com/plans 4 Property of Roundarch Isobar. Privileged & con鍖den;al. Designing for Financial Systems: Assuaging Users Skep;cism
Guide Users through Complex Financial Concepts Avoid Legalese Provide a summary of the legal terms 1. Conversa;onal tone 2. Alleviate their anxiety 5 Property of Roundarch Isobar. Privileged & con鍖den;al. Designing for Financial Systems: Assuaging Users Skep;cism
Bringing people and brands together like never before Thank you very much! achow@roundarch.com Property of Roundarch Isobar. Privileged & con鍖den;al. Property of Roundarch Isobar. Privileged & con鍖den;al.

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Assuaging Users' Skepticism

  • 1. DESIGNING FOR FINANCIAL SYSTEMS Assuaging Users Skep;cism FACE OF FINANCE October 24, 2012 Astrid Chow Emily Kihn Allison Lenz 1 Property of Roundarch Isobar. Privileged & con鍖den;al.
  • 2. Users Skep?cism What we heard ≒ I dont know where to begin. Users know that they probably should know how their re;rement saving is going. ≒ Im not a 鍖nancial professional. They oTen have a family member or friend who helps them manage their 鍖nances. ≒ Im afraid that there is nothing I can do to beUer my situa;on. No one can control what the market does, so users feel like they have no control. ≒ How can I possibly save money aside when I need all of my money right now? What they have is what they need. ≒ I contribute up to what my employer matches, and thats it. Users tend to save only as much as their workplace bene鍖ts dictated. 2 Property of Roundarch Isobar. Privileged & con鍖den;al. Designing for Financial Systems: Assuaging Users Skep;cism
  • 3. Establish a Tone with Guidance Set proper expecta?ons ≒ What informa;on does the user need to supply in order to fully bene鍖t from the tool? 1 2 3 1 2 3 BillShrink: hUps://www.billshrink.com/ 3 Property of Roundarch Isobar. Privileged & con鍖den;al. Designing for Financial Systems: Assuaging Users Skep;cism
  • 4. Provide Guidance Throughout Dont abandon the user ≒ Provide help along the way HootSuite: hUp://hootsuite.com/plans 4 Property of Roundarch Isobar. Privileged & con鍖den;al. Designing for Financial Systems: Assuaging Users Skep;cism
  • 5. Guide Users through Complex Financial Concepts Avoid Legalese Provide a summary of the legal terms 1. Conversa;onal tone 2. Alleviate their anxiety 5 Property of Roundarch Isobar. Privileged & con鍖den;al. Designing for Financial Systems: Assuaging Users Skep;cism
  • 6. Bringing people and brands together like never before Thank you very much! achow@roundarch.com Property of Roundarch Isobar. Privileged & con鍖den;al. Property of Roundarch Isobar. Privileged & con鍖den;al.