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
3. “The most important lessons lay not in what I need to learn, but in what I first need to unlearn” – Jim Collins
4. Has the bank heard of iPad? Time for an iPad version! When can we have it?
5. Westpac Online Banking
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.
8. You can’t learn what you think you already know.
9. You can’t learn what you think you already know. About:   Banking   Moving Money   People   Designing a new experience
10. $
13. Unlearn what you think the fundamentals are: Making a payment
14. Unlearn existing experiences: ‘Clicks for Taps’
15. Unlearn your approach to your next design challenge: Fuzzy balls anyone?
16. V MBA Graduates Kindergarteners s
18. Learn, unlearn, relearn escapes…
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.”
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?
21. Maria Salas Customer Experience Design Manager Westpac Mobile @miaonestep Linked In msalas@westpac.com.au westpac.com.au/ipad Thank you!