what is digital?

What is DIGITAL?twitter: @sgr0ver 1

DIGITAL?

Shailesh Grover

Commentary for this deck is available @ https://emotionalconnect.wordpress.com/2017/01/15/digital-or-wannabe/

https://emotionalconnect.wordpress.com/2017/01/15/digital-or-wannabe/

What is DIGITAL?twitter: @sgr0ver

Agenda

What is Digital?01

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05Consumer Behaviour

Millennials

Corporate Innovation Theatre

Human Centered Design

06Example Opportunities

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What is DIGITAL?

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Is it a set of Technology?

Social Media

Mobile

Email

Internet

Wearables

Biometric

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Is it a new way of engaging with customers?

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Is it all things connected (IoT)?

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Is it a new way of doing business?Digital has enabled a new breed of Experience companies that are thriving on a shared economy

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Changing Consumer Behaviour

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0205

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Instant gratificationCustomers today are looking for faster access to everything and expect speed

Looking for true ‘value’Customers expect personalised ‘value’ delivery rather than standard vanilla solutions

Digital addiction52% customers access their smart device within 15 minutes of waking up; 86% within the first hour

Gaming10K hours of gaming by the age of 21 = total classroom time middle/

high school

High expectationsCustomer don't have any patience for incompetence and poor service

performance

Community InfluenceCustomers are happy to make decisions based on input from

random strangers on social channels

How is the consumer behaviour changing?Are you building the new propositions to cater to the changing behaviour of the empowered and hyper-connected consumer

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More and more people across the globe are using digital to fulfil their day to day needs - including banking

Digital shift

82% 74% 33% 69%

Regularly fulfil their banking needs digitally today

PreferenceWould trust a digital only bank

TrustRegularly visit a branch

Physical channelConsider switching to a digital bank

Loyalty

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Millennials will be driving the agenda

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By 2025, 3 out of every 4 workers globally will be a millennial

Millennial workforce

The millennials check their smartphones 43 times a day, on an average

Digital Natives

Communicate via social media, share everything and show little loyalty

Social

By 2018, the millennial generation will have the highest spending power

Spending Power

Comfortable with the security and convenience of mobile payment, but confused by choice

Comfortable with mobile money

The future consumer has a very different set of behaviour attributes that will inform the future of FS

Millennials driving the agenda

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Looking for 24x7 access, instant gratification, full transparency and fee free products - all via their channel of choice - MOBILE

Millennials changing behaviour and expectations

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How are some Corporates reacting

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Merely changing the floor colours, introducing jeans and putting a few game tables is not good enough to change the culture

Corporate Innovation Theatre

Source: CB Insights

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Design lingo

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UX is the overall experience of an end user with regards to a product or

application or service

UI is the point of interaction between the Human and the

system / product

Perception of the end user on how they can effectively, efficiently and satisfactorily

complete a task when using a product or application

CX covers the overall perceived experience a customer has with a brand or a company

DL is used to describe the overall visual construct of a brand across channels

HCD is a process and a set of techniques used to create new solutions for the world.

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Many terms used interchangeably across various organisations and teams

The Design jargon

Human Centered Design

Design Language

Customer Experience User Experience

User Interface

Usability

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How apple thinks when they build products and services - some core principles

Apple Design

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Some near term innovation opportunities

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Technology has enabled us to create a smarter human experience built on two key pillars

Example #1

Who you are

Old: Banker knows you

New: Finger Print Biometric

What you have

Old: Passbook

New: HK ID (Biometric) or Smart device

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What is DIGITAL?twitter: @sgr0ver 21

No two people are exactly alike. Technology (like ‘Zighra’) helps mobile apps recognise the person not the password behind each tap

Example #2

Touch PressureTouch pressure along with other attributes is unique to each user

Linear AccelerationSmartphone moving up and down

Angular VelocityTilting the phone

Location of touchInteraction of the user with the smartphone screen location

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How can one implement a frictionless card present transaction using contactless

Example #3

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Thank You

Shailesh Grover

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what is digital?

Leadership & Management