Team Royal Mess had a successful and very efficient meeting this morning at Hanken. The first decisions about the reframing of our presentation are already made. Further the tasks which still need to be done have been defined. However, every member should think again about how to refine the part of the presentation she or he presents. Eventually we decided, that we will still keep the initial idea of a story presentation, but definitely present more deep facts as the recipient this time is different.
You see, we made our thoughts. The presentation will be great!
Matthäus
Tuesday, 7 May 2013
Monday, 6 May 2013
Here we go again!
After a
creativity break and some gathering for ideas to refine our initial
presentation, Team Royal Mess will meet again on Monday 06.05.2013 at 9:00 in
the nice Hanken building to further develop the already presented measures and
illustrations of it. They will eventually be presented directly to Aktia in
Helsinki.
To further
improve our presentations, synchronize them and get some feedback, our project
group will meet with the other team also working on an Aktia assignment, which
will be as well presented at the headquarters.
Much work
to do but also lots of motivation to get it done!
Matthäus
Sunday, 21 April 2013
Inno 58h Kick-out
Our Team participated in the Inno 58h Kick-out on Friday at Boost Turku. We made a Motorola (method to map your feedback) on the whole Inno 58h project as well as our group performance.
Most groups are finised with their tasks but our journes continues. We will have to hold our presentation direct in Helsinki, therefore we are still developing our project.
Keep following us to get our newest ideas and developments!
Matthäus
Wednesday, 17 April 2013
Presentation
Now we have presented our ideas at BoostTurku and I'm very proud of our group! We presented the ideas as a story about Magda 60 y/o and her customer experience in Aktia. I will try to put up the whole story on the blog a little bit later on.
We actually didn't have the representative from Aktia listening to us, so we are going with the other Aktia group to Helsinki at some point to present our ideas for the board over there. Scary but exciting I think! So our work continues and we will probably develop our ideas a bit and think about ways of really visualizing our ideas. Probably we will continue writing on the blog and Twitter so you can follow the last bit of our journey :)
Thank you INNO58h and good job all the groups!
/ Jasmine
/ Jasmine
Done!
The
presentation is finally ready! After using all of our creativity and putting
much effort into the creation we now have an outstanding presentation which In
our opinion clearly illustrates the ideas we developed and thoughts which
guided us during the innovation process in Kunstenniemi.
The result
of our working process will be finally presented to our customer Aktia and the
other participants of INNO58h from 13:30 on in the rooms of Boost Turku!
Matthäus
Tuesday, 16 April 2013
Finish Straight
Slow but
steady our group is heading to the finish straight. The team has developed
plenty ideas using different tools of project and innovation management.
The first
task was now to sort the ideas and group them as well as to figure out the most
important and creative ones. For this purpose every member of the group has
created his TOP 5 list of ideas which will eventually lead us to the final list
of ideas to be illustrated by our presentation.
Secondly we
had to think about composing the presentation itself. Good and sustainable
marketing always includes storytelling. The innovator team decided to pack the
final ideas into a creative story. By telling a story we have a red string in
our presentation and it gets even clearer how interconnected the promoted
issues actually are. We will try to present our story in a way, that the viewer
can clearly follow our thinking process and will be encouraged to make also his
own thoughts to further develop the ideas.
Check our
latest progresses on Twitter!
Matthäus
The work continues
Today we've been busy creating and developing ideas. Throwing some away, creating new ones, taking old ones back and so on. So far we've done pretty good and ideas are really forming in our minds. The work and developing continues...
/ Jasmine
By the way, we eat A LOT here... Ufff.
Surprise Surprise
It is really
surprising that you can still squeeze out new ideas or discover new facets of a
topic just by changed the angle. This even works if you might think that you
have already handled the point exhaustively. That is the reason why we
continued with a learning café, which again shifted some ideas we had into a
totally new direction.
One motto
which developed out of this learning café is ”One Touch/One Click” which
basically describes many of our values like fast access, clear visualization
and easy use.
It is still
challenging to figure out the needs which are crucial for our target group.
Only if we manage this task we can eventually develop innovative solutions to
satisfy the customers´ demands.
Matthäus
Second day of Kunstenniemi - Morning session
This morning started with a reflection of our work done so far. We used the NABC method, developed at the renowned Stanford University, to figure out the Needs, Approaches, Benefits and Competitors which are crucial to know for our further working process. It is motivating to get a clear picture of what whe have crafted so far as well as to have an illustration of what might still be improved.
Eventually our analysis was presented to the whole INNO58 team which provided very contructive feedback which we will now ground on our further improvements. Besides from the creative replies to our work we had some insights into the progress of the others which was both impressive and inspiring.
Further updates will follow during this afternoon!
Matthäus
Eventually our analysis was presented to the whole INNO58 team which provided very contructive feedback which we will now ground on our further improvements. Besides from the creative replies to our work we had some insights into the progress of the others which was both impressive and inspiring.
Further updates will follow during this afternoon!
Matthäus
Monday, 15 April 2013
Back to the future
Although it
might appear that our group is desperately lost in cyberspace: we are
heavily thinking about analogue services which can be improved together with
the digital ones. Overall improvement is the goal.
Our ideas
are revolving around face-to-face service as well as personal visits and phone
banking. Further there should be found ways to create a more inviting atmosphere
in the branches itself. 24/7 service will be thoroughly discussed and might be
implemented by mobile banking as well as video counters in the branches to
ensure face-to-face advice all day and all night.
Aktia has yet done successful improvements with some impressively good ideas. We are already
on the road, but now heading to the autobahn in order to take over the other
cars on their way to the customer…
Be ready
for more Royal Mess!
Matthäus
Magda´s Journey
In order to
try to see the world with the eyes of a senior customer our team created the
very empathetic and decent fictional character of Magda who started a journey
to explore the internet. In cooperation with our Silver Surfer Magda we tried to design an extra
clear online banking page customized to the needs of elderly customers.
Yes
customization, this crucial buzzword will definitely appear also in the further
posts. Stay tuned for them!
Matthäus
Inspiration Time
When you are working the whole day you have to find different ways to fresh up our mind and get some new ideas you haven´t initially thought about.
As we discussed possible solutions and got stuck at some point, the group just decided: Why always only look for a solution, shouldn´t we simply analyse the tools we have at hand and afterwards check for the problems we can solve with them?
Done!
Stay tuned to our blog and Twitter to get the latest updates about our working process. Some inspirational thoughts on website design will be posted soon...
Matthäus
As we discussed possible solutions and got stuck at some point, the group just decided: Why always only look for a solution, shouldn´t we simply analyse the tools we have at hand and afterwards check for the problems we can solve with them?
Done!
Stay tuned to our blog and Twitter to get the latest updates about our working process. Some inspirational thoughts on website design will be posted soon...
Matthäus
Dinner Time!
Empty
workspaces as all the people are trying to fill up their batteries during a
delicious lunch here in Kunstaniemi. Our group has already collected some ideas
and identified fields we are aiming to further develop. But well, as in every creation
process there will be most probably totally different results this evening…
Stay Tuned!
Matthäus
Links on banking services for the young elderly
Senior citizens pay more (Finnish Competition and Consumer Authority)
BANK4ELDER (B4E, Bank4Elder)
General user needs (B4E, Bank4Elder)
Modern banking for older people (The Engineer)
'Text Banking Touch & Go' FAQ (Text Banking Touch & Go)
There will be more links, so stay tuned!
BANK4ELDER (B4E, Bank4Elder)
General user needs (B4E, Bank4Elder)
Modern banking for older people (The Engineer)
'Text Banking Touch & Go' FAQ (Text Banking Touch & Go)
There will be more links, so stay tuned!
Kunstenniemi, here we go!
We've arrived in Kunstenniemi and we're already up and creating. We got our Aktia assignment and it goes like this:
"Re-think banking service-design and future banking experience for Aktia using digital and technical solutions (target group: 60-70+)."
Interesting...
Frågor & svar från Aktia
Vi har till allas stora glädje fått svar från Aktia gällande deras verksamhet, strategi, och dylikt. Frågor & svar enligt följande:
- Vi har hört att Aktias mål är att år 2015 vara Finlands bästa bank på service; hurdana åtgärder och hurdan strategi har ni för att genomföra målet?
* Vi har ett proaktiv sätt att arbeta gentemot våra kunder
* Vår focus är att ha en vältränad, effektiv och spänstig organisation som arbetar på kundens villkor med ett personligt och modern sätt
* vi fastställer varje år mätare för att följa upp hur bra vi är på kundservice
* även externa/objektiva mätningar används i kombination med egna mätare/kundförfrågningar för att få en helhetsbild
* Mätarna baserar sig på: aktivitet gentemot kunder, tillgänglighet då kunden behöver få tag på oss, smidighet och enkelhet i att sköta sina ärenden, vår sakkunnighet att kunna betjäna kunderna i alla deras utmaningar/frågor samt trevlighet (det är roligt att vara i kontakt med oss).
- Har Aktia planerat att göra eller håller Aktia på att göra en "bank-app" till smarttelefoner? Hur kommer den att verkställas och vilka tjänster kommer den att innehålla?
* ingen bank-app lanseras för olika platformer som går att ladda ner t.ex på Appstore
* istället lanseras en mobil browsing-version av nätbanken i början av hösten 2013 som innehåller de mest väsentliga tjänsterna man som kund behöver (betala räkningar, se saldo, bekräfta betalningar/e-fakturor, se förfallande betalningar)
- Vilken är Er viktigaste målgrupp/kundsegment inom private-banking?
* Inom privatkundssegmentet är våra viktigaste kunder förmögna och/eller höginkomsstagare, familjebyggare och unga kunder med bra potential (utbildning, yrke...).
* För dessa erbjuder vi olika kundförmåner och -erbjudanden såsom Aktia Premium.
* Private Banking är vår avdelning/kontor för våra mest förmögna privatkunder
- Vad upplever Aktia själv att är dess starka sidor som en bank i Finland och vilka kunde utvecklas?
* Styrkor: tvåspråkighet, lokal närvaro där vi känner kunderna personligen, inhemsk och självständig retailbank med lojala ägare, konkurrenskraftiga tjänster/priser och kunderbjudande
* Utvecklingsområden: kännedom på finska marknaden, nivån på kundservice, moderna och smartare system t.ex. mobila tjänster och tjänster i telefon/nätet, större möjligheter online, attraktivitet som arbetsgivare
- Hurdan skolning har Aktia för arbetstagarna och hur ofta håller Aktia skolningar?
* Arbetstagarna utbildas enligt ett schema årligen med information kring produkter, försäljning, aktuella förändringar i lagstiftning/marknaden, kundförmåner, ledarskap.
* Totalt ordnas årligen tiotals utbildningar både fysiskt på plats, via telefonkonferenser och genom e-learning
* Alla nya aktianer har ett eget introduktionsprogram
- Mikael L
- Vi har hört att Aktias mål är att år 2015 vara Finlands bästa bank på service; hurdana åtgärder och hurdan strategi har ni för att genomföra målet?
* Vi har ett proaktiv sätt att arbeta gentemot våra kunder
* Vår focus är att ha en vältränad, effektiv och spänstig organisation som arbetar på kundens villkor med ett personligt och modern sätt
* vi fastställer varje år mätare för att följa upp hur bra vi är på kundservice
* även externa/objektiva mätningar används i kombination med egna mätare/kundförfrågningar för att få en helhetsbild
* Mätarna baserar sig på: aktivitet gentemot kunder, tillgänglighet då kunden behöver få tag på oss, smidighet och enkelhet i att sköta sina ärenden, vår sakkunnighet att kunna betjäna kunderna i alla deras utmaningar/frågor samt trevlighet (det är roligt att vara i kontakt med oss).
- Har Aktia planerat att göra eller håller Aktia på att göra en "bank-app" till smarttelefoner? Hur kommer den att verkställas och vilka tjänster kommer den att innehålla?
* ingen bank-app lanseras för olika platformer som går att ladda ner t.ex på Appstore
* istället lanseras en mobil browsing-version av nätbanken i början av hösten 2013 som innehåller de mest väsentliga tjänsterna man som kund behöver (betala räkningar, se saldo, bekräfta betalningar/e-fakturor, se förfallande betalningar)
- Vilken är Er viktigaste målgrupp/kundsegment inom private-banking?
* Inom privatkundssegmentet är våra viktigaste kunder förmögna och/eller höginkomsstagare, familjebyggare och unga kunder med bra potential (utbildning, yrke...).
* För dessa erbjuder vi olika kundförmåner och -erbjudanden såsom Aktia Premium.
* Private Banking är vår avdelning/kontor för våra mest förmögna privatkunder
- Vad upplever Aktia själv att är dess starka sidor som en bank i Finland och vilka kunde utvecklas?
* Styrkor: tvåspråkighet, lokal närvaro där vi känner kunderna personligen, inhemsk och självständig retailbank med lojala ägare, konkurrenskraftiga tjänster/priser och kunderbjudande
* Utvecklingsområden: kännedom på finska marknaden, nivån på kundservice, moderna och smartare system t.ex. mobila tjänster och tjänster i telefon/nätet, större möjligheter online, attraktivitet som arbetsgivare
- Hurdan skolning har Aktia för arbetstagarna och hur ofta håller Aktia skolningar?
* Arbetstagarna utbildas enligt ett schema årligen med information kring produkter, försäljning, aktuella förändringar i lagstiftning/marknaden, kundförmåner, ledarskap.
* Totalt ordnas årligen tiotals utbildningar både fysiskt på plats, via telefonkonferenser och genom e-learning
* Alla nya aktianer har ett eget introduktionsprogram
- Mikael L
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