Service Design, Group Project, 2020
Finb is a project we worked on Term 2 and Term 3 in a total duration of 6 months as a part of the first-year group project in RCA. Our project partners Rainbird AI and E&Y approached us with a brief of "reinventing how the organization identifies, assist or minimize risk or harm to vulnerable people while interacting with the banking and finance industries." Later presentations made to Quo Money and TISA for their review.
Financial Vulnerability is a key priority for Financial Institutions, and Rainbird's Artificial Intelligence technology can make very complex decisions and scenarios that can offer great importance for prevention and assistance to people who may face financial difficulties.
According to the research findings (both conducted in primary and secondary), half of the UK adults are financially vulnerable. Furthermore, due to the obstacles that manage money caused by lack of financial illiteracy, especially among young people, causes money-related anxiety affecting people's life choices and economic well-being.
Since each individual has different needs and preferences on managing money, we conducted a problem statement that focuses on "How might we empower young people to improve their financial well-being and help the financial institution identify vulnerable customers through tailored support systems?"
We presented a financial platform that analyzes financial behaviour by using artificial intelligence to provide tailored action plans to improve users' financial well-being and help them make better financial decisions.
With completing the action plans, Finb helps you to build better wellbeing points to make the complex world of finance fun, easy, and rewarding for your financial freedom and allows you to reveal your financial potential by taking the ownership of your data with full transparency, unlike the other existing products.
Financial Vulnerability has many faces that can be seen or unseen. According to the recent FCA report published, half of the UK adults (25.6 million) are financially vulnerable. About 30% of adults with low financial resilience have low or erratic income, are over‐indebted, have low savings, have low emotional resilience, or lack support structure.
The initial research showed us where the pain points could be. Top insights we acquired:
Trust issue ( people tend not to trust bank)
Relationship ( vulnerable people’s relationship with family and friends)
Inactive ( inactive with their financial situation )
Personalism ( financial advice )
Assistance (both physical and mental)
F.I.Q (lack of financial knowledge and management)
To understand the issue deeply, at first, we have conducted face to face and phone interviews with 18 users, reached out to the three financial charities and four financial institutions in the UK to hear what they think about the current situation.
"Vulnerability does not always means financial vulnerability."
“I have tons of student loans, I just want to know how will I be able to pay these school loan off and If I can’t what are the consequences.”
“I am unaware of any other such products that can identify and assist vulnerable people.”
"Nearly half of UK adults never checked their credit report”
"Personal finance is about 80 percent behavior. It is only about 20 percent head knowledge."
While we were doing our interviews, we created persona cards and empathy maps to see the pain points and opportunities that people encounter.
The difficulty of managing money, low resilience, the lack of financial education system, and money related anxiety are affecting people's work and life, especially among young people.
However many of the vulnerable patterns leave a trace that can be tracked by various data such as behavioral characteristics (personalities) and customer support systems.
Hence, enabling an opportunity for preventive measures such as identification and a customized solution for financial behaviour change leading to a better financial well being.
Furthermore, we can help people by providing financial literacy who may have or will experience low financial resilience with low knowledge in managing their finances.
So, How might we empower young people to improve their financial wellbeing and help financial institution to identify vulnerable customers through tailored support systems?
Service Proposition 'FinB'
Finb is an online financial platform that analyzes financial behaviour by using artificial intelligence to provide tailored action plans to improve users’ financial wellbeing and help them make better financial decisions.
With completing the action plans, Finb helps you to build a better wellbeing points to make the complex world of finance fun, easy, and rewarding for your financial freedom and allows you reveal your financial potential by taking the ownership of your data with full transparency, unlike the other existing products.