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
   

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2. From Silos to Systems • UXDX Conf 2019 @morganepeng
   A design director in a 150 year old bank.
   

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3. From Silos to Systems • UXDX Conf 2019 @morganepeng
   10+ years of Corporate & Investment Banking.
   

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4. From Silos to Systems • UXDX Conf 2019 @morganepeng
   

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5. From Silos to Systems • UXDX Conf 2019 @morganepeng
   

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6. From Silos to Systems • UXDX Conf 2019 @morganepeng
   

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7. From Silos to Systems • UXDX Conf 2019 @morganepeng
   What on earth is Corporate &
   Investment Banking?
   

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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”
   

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9. From Silos to Systems • UXDX Conf 2019 @morganepeng
   From Silos to Systems • UXDX Conf 2019 @morganepeng
   

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10. From Silos to Systems • UXDX Conf 2019 @morganepeng
    From Silos to Systems • UXDX Conf 2019 @morganepeng
    The rise of Design
    

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11. From Silos to Systems • UXDX Conf 2019 @morganepeng
    

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12. From Silos to Systems • UXDX Conf 2019 @morganepeng
    

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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
    

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14. From Silos to Systems • UXDX Conf 2019 @morganepeng
    Image credit: Eric Burke
    

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15. From Silos to Systems • UXDX Conf 2019 @morganepeng
    Photo credit: Charles Platiau/Reuters
    

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16. From Silos to Systems • UXDX Conf 2019 @morganepeng
    Process handbooks
    User guides
    Operational notices
    Training books
    Presentations
    Cheat sheets
    

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17. From Silos to Systems • UXDX Conf 2019 @morganepeng
    Engineer
    Middle-Officer
    Analyst
    Banker Trader
    Client
    Source: Societe Generale Digital Day, 22 Nov 2018
    

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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
    

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19. From Silos to Systems • UXDX Conf 2019 @morganepeng
    It is no longer acceptable to
    isolate your users on your
    application.
    

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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
    

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21. From Silos to Systems • UXDX Conf 2019 @morganepeng
    From Silos to Systems • UXDX Conf 2019 @morganepeng
    New mindset
    

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22. From Silos to Systems • UXDX Conf 2019 @morganepeng
    Interface
    User
    Experience
    Customer
    Experience
    Employee
    Experience
    Service
    Experience
    Platform
    Experience
    Brand
    Experience
    

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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
    

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24. From Silos to Systems • UXDX Conf 2019 @morganepeng
    One single sign-on One design system One ecosystem
    

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25. From Silos to Systems • UXDX Conf 2019 @morganepeng
    From Silos to Systems • UXDX Conf 2019 @morganepeng
    New organizational model
    

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26. From Silos to Systems • UXDX Conf 2019 @morganepeng
    

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27. From Silos to Systems • UXDX Conf 2019 @morganepeng
    One
    Business
    Owner
    One IT
    correspondent
    One Design
    correspondent
    trio
    

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28. From Silos to Systems • UXDX Conf 2019 @morganepeng
    Design with, not for
    Sharing is caring
    No direct hierarchy
    

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29. From Silos to Systems • UXDX Conf 2019 @morganepeng
    From Silos to Systems • UXDX Conf 2019 @morganepeng
    New design craft
    

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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
    

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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
    

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32. From Silos to Systems • UXDX Conf 2019 @morganepeng
    

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33. From Silos to Systems • UXDX Conf 2019 @morganepeng
    

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34. From Silos to Systems • UXDX Conf 2019 @morganepeng
    

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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.
    

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36. From Silos to Systems • UXDX Conf 2019 @morganepeng
    

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37. From Silos to Systems • UXDX Conf 2019 @morganepeng
    Questions? Slides? Join us?
    @morganepeng
    

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