In this trend report, the financial sector has been identified as one of the areas where in-depth service design and market knowledge are needed to transform the opportunities for change into successful service innovations.

Written by Gravitytank, with the support of many SDN members and other service design thought leaders, the report explores four major trends in financial services that are beginning to affect people’s daily lives, and that have huge potential to impact the design of services.

"Changing people’s behaviors will be the most difficult, particularly when it comes to feeling secure. People often need to feel a sense of completion, and without the ‘cha-ching’ of a cash register, we’ll need to think carefully about how to give them that confidence."

- Kelsey S.,  Engagement Director, THICK, (SDN MEMBER)

"The dematerialization of money will lead to many positive innovations in transactions and security, but the lack of tangibility could make it harder to know how much money you have, or have to spend. Credit cards provide convenience and acceptability but have also led to a lack of understanding of the value of money. Level, Sweep and other similar companies are now providing a new way to interact with money."

- Robert Suarez, Managing Director Innovation and Design, SINGULARITY UNIVERSITY (Formerly on the founding team of level money)

Softback: 74 pages
Language: English
Dimensions: 190 x 140 x 10 mm

* Written by Gravitytank for the Service Design Network I Special Interest Group Trend Report Fall 2015