How to Use Design Thinking to Overcome Regulatory Challenges
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The document outlines a workshop presented by Nissanka Janaratne on using design thinking to address regulatory challenges in digital financial services. It discusses the author’s experiences in developing a strategy for 'frictionless banking' and highlights the importance of collaboration among various teams to understand customer pain points. The goal of the workshop is to share methodologies that can help institutions navigate complex regulatory environments effectively.
How to Use Design Thinking to Overcome Regulatory Challenges
- 1. HOW TO USE DESIGN THINKING PROCESS TO OVERCOME REGULATORY CHALLENGES Digital Financial Services Conference 2017 Sydney, Australia Nissanka Janaratne August 14, 2017
- 2. Disclaimers Objective of this workshop is to share how the author has used design thinking to overcome regulatory challenges faced by financial institutions from his three year journey to develop a ground-up strategy for “frictionless banking” and deliver key program milestones to build digital capabilities for digital identification, digitized legacy workflow systems and a chatbot that transformed the way call centers interacted with customers to improve service experience. Views and opinions expressed in this presentation are those of the author and do not necessarily represent the official policy or strategic direction of any organization the author is currently working or worked previously. 2
- 3. Workshop Ground Realities 1. No one is aware of all aspects of a problem (facilitator also) 2. Facilitator’s views may not be appropriate for all situations 3. Let’s share our viewpoints and learn from each other 4. Facilitator has the hardest task today (appreciate support) 3
- 4. Let’s Start Introductions We would love to know your name first Your company name to give us your co-ordinates Your specialization or department you are working Why you took the trouble to attend today’s workshop 4
- 5. Most Relevant Regulatory Challenge for Me 5 ?
- 7. One BIG Hurdle You Faced 7 ?
- 8. My BIG Hurdle for Many Years 8 Business Requirements
- 10. Fix Two Years Ago 10 Agile
- 11. We Still Faced Issues 11
- 12. My Life Fixing Issues 12 Risk Securit Compliance Production Issues
- 16. Let’s Start with Definition 16 ?
- 17. Do you See A Problem? 17 Design thinking is a process for creative problem solving Design Thinking is a methodology used by designers to solve complex problems, and find desirable solutions for clients “Design thinking can be described as a discipline that uses the designer’s sensibility and methods to match people’s needs with what is technologically feasible and what a viable business strategy can convert into customer value and market opportunity” Tim Brown CEO, IDEO
- 18. What is the Way Out? 18 ?
- 19. My Proposition 19 Use Design Thinking Process as the COMMON LANGUAGE between Business, IT, Security, Risk, Legal and Compliance Teams
- 20. Proposed Methodology 20 Customer Pain Point Job to be Done Customer Journey
- 21. Change Language Spoken 21 I want to give you business requirements for the initiative Can we talk about the customer pain points first? I want to document and give you business process flow What are the jobs customers trying to do? This initiative is very important to our division? How does solving this customer pain point going to increase target benefits?
- 22. What is Job to be Done (JTBD)? 22 ?
- 24. What is the Job Customer is Trying to Do for your Initiative? 24 ?
- 25. Example Job Profiles from One of My Initiatives 25 Assurance Know why Urgency Action
- 26. Last Task Customer Journey 26 ?
- 27. Conclusion: Get All Stakeholders on the Same Page 27 Customer Pain Point Job to be Done Customer Journey
- 28. Your Feedback on the Workshop 28 ?
- 29. 29 THANK YOU Author Nissanka Janaratne E-mail nissanka.janaratne@gmail.com Mobile (61) 421 445 269