The thesis “Accessible and Inclusive Flowe. A Service Design approach for an evolution of the Digital Banking.” is a theoretical and practical study for the company Flowe S.p.A., an Italian Fintech part of the Mediolanum Group. Thanks to the cooperation that binds me more than one year to the company, I have been able to deepen the complex dynamics of digital accessibility and inclusion for people with disabilities. Starting from a first investigation on the subject, I analyzed the meaning of digital accessibility through the literature, with a focus in particular in the banking sector, deepening the research also through interviews with industry experts. I subsequently explored the ways and difficulties of using digital applications by speaking with interested users through one to one interviews and a collaborative workshop. Finally, I analyzed the insights that emerged from the qualitative research, combining them with a research on case studies of apps and services in the banking and extra-banking sectors. To my great satisfaction, I came across a growing market attentive to technological progress towards accessible and inclusive solutions for a wider range of users. These ideas allowed me to imagine and plan possible integrations and developments within Flowe by structuring a temporal roadmap of four scenarios of increasing complexity, a strategy that allows Flowe to position itself in a new market based on the centrality and inclusion of user.
La tesi di Laurea “Flowe Accessibile e inclusiva. Un approccio di Service Design per l’evoluzione della digital banking.” rappresenta uno studio teorico e pratico per la società benefit Flowe S.p.A., azienda Fintech Italiana del Gruppo Mediolanum. Grazie alla collaborazione che mi lega da più di un anno all’azienda, ho avuto l’opportunità di approfondire le complesse dinamiche dell’accessibilità e inclusione digitale per persone con disabilità. Partendo da una prima indagine sul tema, ho indagato attraverso la letteratura il significato di accessibilità digitale con focus in particolare nell’ambito bancario, approfondendo la ricerca anche attraverso interviste con esperti del settore. Ho successivamente esplorato le modalità e le difficoltà dell’utilizzo di applicazioni digitali parlando con utenti interessati attraverso interviste one to one e un workshop collaborativo. Ho infine analizzato gli insights emersi dalla ricerca qualitativa affiancandoli a una ricerca su casi studio di app e servizi in ambito banking e extra-banking. Con mia grande soddisfazione mi sono imbattuta in un mercato in crescita ed attento al progresso tecnologico verso soluzioni accessibili e inclusive per una più vasta gamma di utenti. Questi spunti mi hanno permesso di immaginare e progettare delle possibili integrazioni e sviluppi all’interno di Flowe strutturando una roadmap temporale di quattro scenari a complessità crescente, una strategia che permetterebbe a Flowe di posizionarsi in un nuovo mercato basato sulla centralità e l’inclusione dell’utente.
Accessible and inclusive flowe. A service design approach for an evolution of the digital banking
Delle Marchette, Beatrice
2019/2020
Abstract
The thesis “Accessible and Inclusive Flowe. A Service Design approach for an evolution of the Digital Banking.” is a theoretical and practical study for the company Flowe S.p.A., an Italian Fintech part of the Mediolanum Group. Thanks to the cooperation that binds me more than one year to the company, I have been able to deepen the complex dynamics of digital accessibility and inclusion for people with disabilities. Starting from a first investigation on the subject, I analyzed the meaning of digital accessibility through the literature, with a focus in particular in the banking sector, deepening the research also through interviews with industry experts. I subsequently explored the ways and difficulties of using digital applications by speaking with interested users through one to one interviews and a collaborative workshop. Finally, I analyzed the insights that emerged from the qualitative research, combining them with a research on case studies of apps and services in the banking and extra-banking sectors. To my great satisfaction, I came across a growing market attentive to technological progress towards accessible and inclusive solutions for a wider range of users. These ideas allowed me to imagine and plan possible integrations and developments within Flowe by structuring a temporal roadmap of four scenarios of increasing complexity, a strategy that allows Flowe to position itself in a new market based on the centrality and inclusion of user.| File | Dimensione | Formato | |
|---|---|---|---|
|
2021_04_Delle Marchette.pdf
accessibile in internet solo dagli utenti autorizzati
Dimensione
11.42 MB
Formato
Adobe PDF
|
11.42 MB | Adobe PDF | Visualizza/Apri |
I documenti in POLITesi sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
https://hdl.handle.net/10589/175269