Christian Hertlein is Head of Design at FinTech startup N26, Europe's first mobile bank, with over 10 years experience in strategic design, UX and service design. In his role, Christian enables designers to create disruptive products from a holistic approach, incorporating strategies and frameworks from a design-minded perspective. Working at a so called challenger bank, he is shaping the term future banking by truly serving user needs in a way traditional banks can’t.
Next to leading the design department at N26, Christian is teaching the course 'Crafting User Experience' at his alma mater the University of Applied Science in Potsdam. Prior to his current role, Christian was Design Lead at N26, leading the product design department.
Prior to joining Europe's leading FinTech, Christian worked in different roles at global innovation consultancy IDEO helping companies to apply Design Thinking and apply creative processes. Moreover, he worked as examiner at the Copenhagen Institute of Interaction Design.
Case study speaker
'The role of design as a driver of trust'
Dealing with sensitive topics, like money, requires a deep understanding of cultural contexts and implications. To let users feel comfortable and happy to use a mobile focused financial service like N26, trust is needed. Trust itself is by definition a process which needs time and is grounded on several aspects that are difficult to grasp.
This case study highlights the role of emotional design as a key factor to engage with users. Christian will showcase the positive impact design plays in a fintech environment. He will give examples across different channels inspired by ethnographic research. In order to be able to create trust and design a mobile service that truly supports users, N26 unveils and builds awareness about user needs amongst all employees. Finding commonalities and defining values inside the organisation shape the way how to think about users and ultimately adapt perspectives.
Friday, October 5th, 12:30