The document discusses how to create better banking and insurance websites. It notes that many current financial services websites are difficult to use due to ugly systems, risk aversion, and an inside-out focus rather than considering the customer experience. It recommends using service design principles to understand the full customer journey and create websites that help customers manage their finances, improve financial literacy, and provide opportunities for cross-selling. The goal is to design from the outside-in to generate loyal customers and increased revenue.

1. Trent Mankelow How to create Banking and insurance websites that don't suck

10. Self-service is becoming more and more normal

11. North American consumers will spend $1.3 trillion at self-service machines by 2011 Source: http://www.msnbc.msn.com/id/20093431/

17. The PROBLEM Source: http://www.getamco.com

24. Out-of-the-box systems are always ugly

25. “ 60% of end users find enterprise applications somewhat difficult, very difficult or almost impossible to use.” - CIO.com, May 2008

26. Financial services companies don’t take enough risks

27. Parity is not a strategy! “ Create products and services that are worth marketing in the first place” – Seth Godin

28. Source: http://gizmodo.com/5333805/bank-lets-customers-deposit-checks-with-iphone-photos

29. Source: http://www.timesonline.co.uk/tol/money/consumer_affairs/article6808494.ece

30. Don’t take enough risks

32. Project-focussed instead of customer-focussed

33. Think inside-out Source: http://blogs.harvardbusiness.org/merholz/2009/06/a-framework-for-building-custo.html

34. SYSTEMS

35. PROCEDURES

36. TOUCHPOINTS

37. INTERACTIONS

38. EXPERIENCES

44. The OUTCOMES 1. Help people manage their finances

47. 2. Improve financial literacy

50. 3. Create opportunities to cross-sell and up-sell

52. "Each customer-facing channel is an instrument in a symphony" - Subject to Change

55. In summary...

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