More and more banks are jumping on the design thinking and service design band wagon, often as a means to conform to the latest hype “digital transformation”. Given the number of bank cases that pop-up on the topic, the movement towards human centered design practices creates a massive pull that convinces more and more banks to develop their innovation capabilities. This is accomplished through various means such as acquiring design and innovation consultancies as in the case of AdaptivePath by Capital One, or through the set-up of internal service design / user experience labs or centers. What ever the means, the number of banks competing in building innovation capabilities has risen dramatically in the last couple of years. As banking is a unique (and currently troubled) business setting where innovation faces many industry-specific barriers, this article is a first attempt to collect interesting stories and case material related to banking. While the amount of information is massive – the list below is by no means complete – it seems like a deeper study would be needed to get a map of what is happening in terms of design and human centered innovation in banking.
First Collection of International Banks (29.April.2016)
Interesting Resources
Website http://bankinnovation.net/
Case study of a service design workshop at a finish bank
Book: James A Gardner (2011) Innovation and the future of Banking
Video: Building innovation capabilities at AMP Bank – Interview
Video: Simple – Reinvent Banking. Case story of a customer centric bank services development
Further articles and case stories
Service Design and Technology in Retail Banking (2011)
Frontend UX Consultancy (2015) Service Design in Consumer Banking: the challenges and opportunities
edenspeakerman_ (2016) Aruba Bank: a service design approach to revitalise a brand
IDEO (2004) 1st Bank USA – case story
Business week (2006) Bank of America, keep the change
Further articles on design thinking / service design and customer centricity on experiential.com.