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

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.


August 30, 2012

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  1. Learnings & Unlearnings A (re) discovery of simplicity through fuzzy

    balls Maria Salas CX Design Manager, Westpac Mobile
  2. “The most important lessons lay not in what I need

    to learn, but in what I first need to unlearn” – Jim Collins
  3. Has the bank heard of iPad? Time for an iPad

    version! When can we have it?
  4. 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.
  5. You can’t learn what you think you already know. About:

      Banking   Moving Money   People   Designing a new experience
  6. $

  7. “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.”
  8. “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?