Learnings and unlearnings: a (re)discovery of simplicity through ‘fuzzy balls’ (Maria Salas)

You can’t learn what you already know. In an epic quest to truly uncover customer innovation I share learnings and unlearnings from the early stage of our iPad app project. Goal 1: Unlearn complexity; Goal 2: Relearn simplicity. Why? To deliver on true business innovation - the one that is for the customer.

Transcript

1. Learnings & Unlearnings
   A (re) discovery of simplicity through fuzzy balls
   Maria Salas
   CX Design Manager, Westpac Mobile
   

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3. “The most important lessons lay not in what I need
   to learn, but in what I first need to unlearn”
   – Jim Collins
   

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4. Has the bank heard of iPad?
   Time for an iPad version!
   When can we have it?
   

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5. Westpac Online Banking
   

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7. WHAT  
   Transac+onal  
   banking  
   WHERE  
   iPad  
   HOW  
   ?  
   Core to our business
   and gatekeeper to
   other opportunities.
   This is where our
   customers are right
   now
   A different experience
   that combined gesture
   with the fundamentals
   of banking.
   

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8. You can’t learn what you think you
   already know.
   

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9. You can’t learn what you think you
   already know.
   About:
     Banking
     Moving Money
     People
     Designing a new experience
   

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10. $
    

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13. Unlearn what you think the
    fundamentals are:
    Making a payment
    

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14. Unlearn existing experiences:
    ‘Clicks for Taps’
    

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15. Unlearn your approach to
    your next design challenge:
    Fuzzy balls anyone?
    

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16. V MBA Graduates
    Kindergarteners s
    

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18. Learn, unlearn, relearn escapes…
    

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19. “I
    LOVE
    the way that
    banking is as easy
    as swiping my
    finger across the
    screen.”
    “It's SIMPLE,
    easy and does just what
    I need it to do. “  
    ‘There isn't any fancy mumbo jumbo, I
    can just do what I have to do
    QUICKLY.”  
    “I have already
    RECOMMENDED
    it to my niece, also a Westpac
    customer.”
    

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20. “So in a time of drastic change, it is the unlearners
    who inherit the future. The learned find themselves
    equipped to live in a world that no longer exists”
    – Eric Hoffer
    What do you need to unlearn?
    

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21. Maria Salas
    Customer Experience Design Manager
    Westpac Mobile
    @miaonestep
    Linked In
    msalas@westpac.com.au
    westpac.com.au/ipad
    Thank you!
    

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