Last November, I spoke at Chile’s first information architecture conference. The audio recordings and presentations decks have been posted.

I was asked to speak in the “banking” track, and this gave me an opportunity to develop some new material derived from case studies. I really enjoyed rolling up my sleeves and getting down to brass tacks. My talk, “Beyond Transactions: Experience Strategies for Financial Services,” (presentation deck, Audio Recording) recounts stories from 2 projects I’ve worked on at Adaptive Path, and the five lessons learned:

• Talk to your customers
• Coordinate across channels
• Make the abstract concrete
• You’re establishing a relationship
• Don’t chase “best practices”

You’ll need the audio recording in order for the presentation deck to make sense. And vice versa.

I also strongly suggest looking and listening to Jorge Arango’s presentation (deck, audio) on Deep Context, which was a real eye-opener for me.