The speech that Cesare Bottini gave yesterday at Visa payment forum 2017

1. Designing the Future Bank Experience
a journey through the organizational impacts
Cesare Bottini
Senior Experience Strategist

2. TOUCHPOINTSERVICESSTRATEGYBUSINESS MODEL

3. CUSTOMER

4. Typical Project Goal
Evolve the service model
redesigning a new, fluid,
multi-channel and human-centered
end-to-end customer experience.

7. I/OPARADIGM

8. I/O PARADIGM
In a CX project you have to
redesign the processes the same
way you do customer side.

9. IDSINTERNAL DESIGN STUDIO
for CX MANAGEMENT & EVOLUTION

10. Qualitative research brought to light the users’
sentiments and motivations deeply related to their living
context and habits, investigating the real needs that
influence their decisions.
Project value #1
Qualitative research
to fill the invisible gaps

11. A targeted collaborative activities program has made possible
to get all the decisional stakeholders from different business
company areas in the same room, promoting direct communication,
expertise sharing and the building of a common vision.
Project value #2
Knowledge transfer
to create a shared global vision

12. The union between design and business culture allowed
to create new tools, modelled on the specific client’s
needs and aimed to generate targeted, feasable and
shared solutions, autonomously and quickly.
Project value #3
Tailor-made training and evolving tools
to generate value that support business

13. The aknowledgement of a solid working method
gave the client all the means to simplify and shorten
decisional processes, identifying priorities in an
autonomous and collaborative way.
Project value #4
Shared method
to take better decisions in less time

14. The creation of clear and unique design principles
helped to define solid boundaries within which
a consistent, flexible, always recognizable evolution
can be developed.
Project value #5
Clear rules
to guarantee a consistent
and autonomous evolution

15. THANK YOU!