We are excited to announce that we will be hosting the Face of Finance NYC, (FoF NYC) conference in New York City on Friday, March 23, 2018. The conference will focus on the vital role of User Experience in the success of Financial Systems. FoF NYC will provide practical sessions that give the attendee real world takeaways that they can apply directly to their work.
12:00pm-12:45pm Registration and Lunch
12:45pm-1:00pm Opening Session, Welcome from Bentley User Experience Center
1:00pm-2:00pm Opening Plenary: Designing for Ecosystems: Connected FinTech, Karen Pascoe
2:00pm-2:30pm Beyond Bitcoin, Hanna Halaburda
2:30pm-3:00pm Networking Break
3:30pm-4:00pm Short Presentations
- Exceptional User Experience Begins with Words: Using Plain Language in the Financial Sector, Deb Bosley
- Demystifying the Blockchain: DLT Research at the Boston Fed, Paul Brassil
5:30pm-7:00pm Closing Reception
Fireside Chat: Selling UX into Financial Companies, Mona Patel & Elizabeth Rosenzweig
From the early days of usability and HCI to UX today, selling a user-centered design process has not been easy. Mona and Elizabeth have been working to sell research into the design process since they first worked together on a 1999 project at Kodak to develop an innovative camera with software for facial recognition, GPS, and cataloging. The idea worked its way through the highest ranks of Kodak’s management, only to be shot down by the CTO due to perceived technical limitations.
Today, with 50+ years’ experience between them, Elizabeth and Mona are both consultants and have worked with an array of industries including many financial organizations. Their talk will cover how they have learned to overcome resistance to incorporating user-centered design and what differentiates the financial sector.
First Comes Understanding, Then Comes Trust: The Use of Plain Language in the Financial Sector, Deb Bosley
Consumer faith in financial institutions such as banks, investment houses, and retirement plan providers has been low for many years. But a new study indicates that the level of trust has recently dropped significantly. While 13% of survey respondents in 2015 had faith in their financial institutions, a new survey from the non-profit National Association of Retirement Plan Participants found, only 8% said the same in 2016. In the same survey, only 9% of the 5,000 respondents said they trust their financial advisors, and since 2012, The Edelman Trust Index has ranked the financial services industry as the sector with the lowest levels of consumer trust in its annual reports.
The decline shows that trust in the financial services industries has been linked to peoples’ lack of confidence in their own ability to make smart decisions about money. However, an ability to make good decisions is directly linked to receiving clear, easy to understand written financial information. In addition, several studies have shown a direct link between customer trust and the clarity of written financial content.
Inadequately written communication also causes Fortune 1000 companies to lose approximately $62 million per year, while customers spend hundreds of individual hours annually talking with call-in centers to get explanations for financial information that is too complex for easy understanding. Finally, despite regulatory requirements that financial disclosures be “clear and conspicuous,” the financial industry has not embraced the importance of clarity.
This presentation will show you how the use of “financial plain language” will increase customer loyalty and trust, signify a commitment to true transparency, decrease wasted time and dollars, and boost your brand. Whether communicating in print, online, or on mobile devices, the strategies of plain language will provide customers with an easier “get in, get it, and get out” experience while, at the same time, increasing their trust in a commitment to true transparency.
Attendees will learn the definition of plain language, see financial “before and afters” to illustrate financial clarity, and understand the strategies that can make financial information accessible to customers, shareholders, and internal and external stakeholders.
Demystifying the Blockchain: DLT Research at the Boston Fed, Paul Brassil
In this 15 minute talk, Paul Brassil will cover why the Fed is interested in cryptocurrencies and blockchain, provide a brief, business-friendly primer on the technology, and detail the blockchain proof-of-concept being built at the Boston Fed. This talk will additionally cover the Boston Fed’s thoughts on UX and its relationship to cryptocurrencies and blockchain.
Panel: How Successful Applications are Actually Made, Gloria Petron, Mark Safire, Stacey Sarris, Bill Albert
Developing and bringing a successful application to market involves principles of user-centered design, innovation, and feats of diplomacy. In this panel, moderated by Mark Safire, panelists discuss how to incorporate UCD principles into the development process, knowing when and how to innovate, and the leadership skills that it takes to navigate inter-team politics and getting your application out the door.
Mark Safire, Team Lead, User Experience Research at Bloomberg LP: Moderator
Bill Albert, Executive Director, User Experience Center, Bentley University: Working with developers to make UCD principles a part of the development process
Stacey Sarris, Lecturing Clinical Professor, User Experience at Pace University: Knowing when to innovate in design and why you are doing it
Gloria Petron, Sr User Experience Researcher & Designer at UBS: The incredible feats of diplomacy, pivots, and piloting it takes for a financial services dashboard to become live
Closing Plenary: Craft, Design, and Innovation, Steve Turbek
Many Financial Services companies are still building their design practice and can struggle with business stakeholder collaboration, especially at the beginning of a project. Steve Turbek, Managing Director at Goldman Sachs will share the tools, techniques, and language to help develop digital product strategy right from the start.