From Silos to Systems - Using Design to Power Up Business Agility

Most companies have decentralized business and product teams, which is usually good for autonomy and execution. But one decision made in isolation can seem right at the time, yet lead to a fractured user experience overall.

How can companies optimise for responsiveness and reduce design entropy?

This case study explains how we used design to implement system thinking into a 150-year-old bank.

UXDX Conference Dublin, October 2019

Transcript

1. From Silos to Systems • UXDX Conf 2019 @morganepeng Using Design to Power Up Business Agility @morganepeng • UXDX Conf 2019 • Dublin
2. From Silos to Systems • UXDX Conf 2019 @morganepeng A design director in a 150 year old bank.
3. From Silos to Systems • UXDX Conf 2019 @morganepeng 10+ years of Corporate & Investment Banking.
4. From Silos to Systems • UXDX Conf 2019 @morganepeng
5. From Silos to Systems • UXDX Conf 2019 @morganepeng
6. From Silos to Systems • UXDX Conf 2019 @morganepeng
7. From Silos to Systems • UXDX Conf 2019 @morganepeng What on earth is Corporate & Investment Banking?
8. From Silos to Systems • UXDX Conf 2019 @morganepeng From Silos to Systems • UXDX Conf 2019 @morganepeng “Financial services for corporations and financial institutions, from startups to central banks”
9. From Silos to Systems • UXDX Conf 2019 @morganepeng From Silos to Systems • UXDX Conf 2019 @morganepeng
10. From Silos to Systems • UXDX Conf 2019 @morganepeng From Silos to Systems • UXDX Conf 2019 @morganepeng The rise of Design
11. From Silos to Systems • UXDX Conf 2019 @morganepeng
12. From Silos to Systems • UXDX Conf 2019 @morganepeng
13. From Silos to Systems • UXDX Conf 2019 @morganepeng 8 hours per day staring at a screen 11 hours per day staring at a screen Source: Nielsen Company
14. From Silos to Systems • UXDX Conf 2019 @morganepeng Image credit: Eric Burke
15. From Silos to Systems • UXDX Conf 2019 @morganepeng Photo credit: Charles Platiau/Reuters
16. From Silos to Systems • UXDX Conf 2019 @morganepeng Process handbooks User guides Operational notices Training books Presentations Cheat sheets
17. From Silos to Systems • UXDX Conf 2019 @morganepeng Engineer Middle-Officer Analyst Banker Trader Client Source: Societe Generale Digital Day, 22 Nov 2018
18. From Silos to Systems • UXDX Conf 2019 @morganepeng Engineer Middle-Officer Analyst Banker Trader Client CONTROLS Source: Societe Generale Digital Day, 22 Nov 2018
19. From Silos to Systems • UXDX Conf 2019 @morganepeng It is no longer acceptable to isolate your users on your application.
20. From Silos to Systems • UXDX Conf 2019 @morganepeng Interactions Intelligence Ideas Engineer Middle-Officer Analyst Banker Trader Client Source: Societe Generale Digital Day, 22 Nov 2018
21. From Silos to Systems • UXDX Conf 2019 @morganepeng From Silos to Systems • UXDX Conf 2019 @morganepeng New mindset
22. From Silos to Systems • UXDX Conf 2019 @morganepeng Interface User Experience Customer Experience Employee Experience Service Experience Platform Experience Brand Experience
23. From Silos to Systems • UXDX Conf 2019 @morganepeng … to develop something that may already exist … to develop something that may not make sense at a system level
24. From Silos to Systems • UXDX Conf 2019 @morganepeng One single sign-on One design system One ecosystem
25. From Silos to Systems • UXDX Conf 2019 @morganepeng From Silos to Systems • UXDX Conf 2019 @morganepeng New organizational model
26. From Silos to Systems • UXDX Conf 2019 @morganepeng
27. From Silos to Systems • UXDX Conf 2019 @morganepeng One Business Owner One IT correspondent One Design correspondent trio
28. From Silos to Systems • UXDX Conf 2019 @morganepeng Design with, not for Sharing is caring No direct hierarchy
29. From Silos to Systems • UXDX Conf 2019 @morganepeng From Silos to Systems • UXDX Conf 2019 @morganepeng New design craft
30. From Silos to Systems • UXDX Conf 2019 @morganepeng “Top align labels” “Forms should be one column” “Show all selection options if under 6” Source: uxdesign.cc, Design Better Forms, 5 Jul 2016
31. From Silos to Systems • UXDX Conf 2019 @morganepeng Currency pair Enter CCY/CCY Spot level Enter a number (0.0000) Request For Quote Deposit currency EUR Deposit amount Enter a number Deposit number of days Enter a number of days Solving Strike Yield Barrier
32. From Silos to Systems • UXDX Conf 2019 @morganepeng
33. From Silos to Systems • UXDX Conf 2019 @morganepeng
34. From Silos to Systems • UXDX Conf 2019 @morganepeng
35. From Silos to Systems • UXDX Conf 2019 @morganepeng Change can happen in large traditional organizations. Embrace complexity. Thinking in systems changes mindsets, organizational models and design craft.
36. From Silos to Systems • UXDX Conf 2019 @morganepeng
37. From Silos to Systems • UXDX Conf 2019 @morganepeng Questions? Slides? Join us? @morganepeng