The customer experience for a retail banking or credit card consumer may have never been as bad as it now. The government did what it could to help an industry that basically imploded, intervening particularly on behalf of consumers to protect their rights. But by the time the dust settled, people’s faith in their banks, credit card companies, and lenders had been severely –and in many cases, irreparably– damaged. This unfortunately comes at a time when people need more help than ever with managing their finances and staying out of debt.
This situation poses a big challenge for how companies can make meaningful connections with their customers – particularly when those customers are virtual. Smart Design’s Interaction Design Director Ted Booth will share his team’s internal research on human relationships, and the ways in which companies can build better connections with retail consumers. Ted will cite the advent of several innovative, nimble online finance companies who are building relationships with customers in new ways that defy traditional marketing models, and will explain how we as user experience practitioners can apply these insights to the art of building transparent, trust-building, and positive customer experiences online.
Ted designs technology products and services but cares more about people than technology in the end. He is the Interaction Design Director in Smart’s New York office, leading the design of new experiences for a wide range of consumer electronics, mobile devices and networked services. Prior to joining Smart, Ted led interaction design at Motorola Enterprise Mobility for rugged mobile computers, RFID devices, and mobile applications. He was also the Interaction Design Director at Method, a brand experience firm specializing in identity, web design, and product user interface. He began his design career as an interaction designer at MetaDesign in San Francisco. He holds a Masters of Design from Illinois Institute of Technology. His clients include: Bell Canada, Groupe SEB, HP, Microsoft, Motorola, Toshiba, World Kitchen, Autodesk, Gucci, Johnson & Johnson, and Palm.
ABOUT OUR HOST
LBi is a new breed of agency with the strategic, creative, media and technology chops to make brands desirable wherever, whenever and however people choose to engage with them. We base our full-service claim on our heritage, which lies in the early pioneering years of digital communications. Lost Boys, IconMediaLab, Framfab, Oyster, Wheel, Syrup and Special Ops in New York, and lately, Bigmouthmedia, have all brought their own areas of expertise from creativity to consulting and media. The result is a vertically integrated digital agency with innovation at its heart. Our New York office User Experience department focuses on strategic solutions for everything from intranets to websites to mobile devices; the whole digital ecosystem is our focus.