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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.

uxaustralia
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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

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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
    [email protected]
    westpac.com.au/ipad
    Thank you!

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