XME Pay: redefining an m-payments ecosystem
XME Pay: redefining an m-payments ecosystem Intesa Sanpaolo bank Share The human-centered approach is now central to the finance industry, as banks have become savvy in how to best connect to their customers’ needs and desires. As part of this trend, Intesa Sanpaolo asked Experientia to collaborate in the ideation and development of innovative features for a payment app (XME Pay). 3 things to know A step forward for digital and mobile payments The app is designed to be simple and immediately usable by a wide range of users. It also provides new services and functionalities, to improve on existing solutions. Working in agile mode To make development faster, we experimented with hybrid modes of prototyping, UX/UI design and agile methodologies. This helped ensure an efficient process and technically feasible solutions: concepts translate insights into actionable innovation opportunities to be prioritized, prototyped and evaluated. They took the form of platform or service visualizations, product design sketches, feature ideas, interaction and user interface solutions. Ongoing checks with service users To speed up the process of prototype testing and design iterations, we carried out several test rounds (with young users, seniors, professionals and families). Gallery In depth Service mix: Prototyping Information architecture User experience testing Behavioral modeling Useful links: Link to XME Pay Service by ISP Context Mobile and contactless payments continue to grow at an astonishing rate in Italy. In this context, Intesa Sanpaolo needed to quickly develop an effective mobile solution, able to compete both with the solutions provided by the main market players (Apple, Google) and with new innovative local players (SatisPay). Challenge Experientia was asked for a support during the contextual research, the definition of service concepts and prototypes, and the usability tests. Research Experientia conducted 16 contextual interviews in Milan and Naples, 10 with end-users and 6 with merchants. The interviews allowed us to identify payment behaviors and routines, and to generate ideas for accessory services such as discount management and loyalty cards. Design The study of the concept features was fundamental in the definition of the first and subsequent prototypes. Working in Agile, it was possible to quickly carry out several iterations of the application, and to test the functions with users in special sessions: some were dedicated to usability testing (training evaluation), others to specific insights, with different solutions in comparison (A/B testing). Impact The final solution was then developed and released in the summer of 2018, and was adopted in the first six months by 1.2 million customers (18% of the bank’s multi-channel customers). Link to XME Pay Service by ISP Related projects All Services Behavioral design Research and assessment Strategy Finance Banca 5, a new branchless bank model Consumer technologyFinance BancoSmart, an award-winning ATM Finance CSA: sentiment-based decision support platform for crypto-currency trading Go back to our portfolio
XME Salute: integrating insurance offerings with wellness and health practices
XME Salute: integrating insurance offerings with wellness and health practices Intesa Sanpaolo bank Share Analysis of the areas of overlap between welfare practices and insurance offering, up to the realization of a banking product able to enhance them both. 3 things to know Redefine the meaning of “insurance product” Research results allowed us to identify behavioral patterns regarding the attribution of value and meaning in health and wellbeing areas, and define hypothetical use scenarios on how to involve users in a holistic self-care. Facilitating and enabling behavioral change Based on an analysis of the offer and on the formative evaluation, we were able to create a better definition of the service model and a detailing of pre-requirements to convey this service through digital/web and mobile platforms. Drivers of behavioral change We analyzed drivers of behavioral change such as Environmental & Life Constraints, Motivation and Belief, Social Pressure and Constraints, Cultural Frameworks, and Architectural and Interface Affordances. Gallery In depth Service mix: Prototyping Information architecture User experience testing Behavioral modeling Useful links: Link to XME Salute Service by ISP Context Since the middle of the last decade, the phenomenon of private healthcare insurance in Italy has increased regularly: in 2016, 10 million Italians declared that they had private healthcare insurance, and the reason for the choice is due to a fundamental reason that prevails over everything else: the length of waiting lists (72.6%). To deal with a context in which users give up medical treatment because it is too expensive, Intesa Sanpaolo has launched an innovative service, able to integrate wellness practices (e.g. improving nutrition, sleep, …) with easy access to a network of clinics in which to book online medical examinations, diagnostic tests, dental and physiotherapy services. Challenge The Intesa Sanpaolo Innovation Center turned to Experientia for ongoing support in defining value propositions for its new set of services, called XME Salute (“Health 4 me”). We investigated behaviours, values and convictions people have on themes such as wellness, health and their relation with insurance products. Research Research results allowed us to identify some behavioral patterns regarding the attribution of value and meaning among health and wellbeing areas, enabling us to create hypothetical use scenarios to understand how to involve users in a holistic self-care. We analyzed drivers of behavioral change such as Environmental & life constraints, Motivation and belief, Social pressure and constraints, Cultural framework, Architectural and interface affordances. Design Based on the offer and the formative evaluation, we were able to better define the service model and detail some pre-requirements in order to convey this service through digital/web and mobile platforms. Impact Health services are an important testbed for the cultural change required by digital, so it is essential that the service model provided remains consistent with the initial design: for this reason, since the launch of the service (June 2019) we have continued to follow the evolution of features in order to keep them consistent with the service model. Link to XME Salute Service by ISP Related projects All Services Behavioral design Research and assessment Strategy Consumer technology Buttonless: engaging users in interactions with keyless devices B2B Collaboration UI, redesigning the filter navigation experience Cities & InfrastructureSocial innovation ToNite: social innovation and urban regeneration in Turin, Italy Go back to our portfolio