I have just read a report titled “Build A Strategic Plan By Designing For Bank
Customers’ Mobile Moments” brought to you by Forrester. It put out a very general method to run a plan called IDEA cycle.
It’s kinda familiar to me, maybe because it was based on the agile methodology. We are constantly searching for a better way to make a mobile product which fits the market, cater to customers, and meet business goals. Nowadays, we all know user experience can’t be avoided but it is not that easy to measure or transfer into value. So non-stop testing and trying is needed but that doesn’t always make the target become more clear. New things come up everyday, so how can we get to the point?
This report details an ideal way such as aligning stakeholders, reorganize old KPIs, identify priorities and self checklist. Most of my clients are banks, and while working to develop their smart banks, I notice transformation does not come easy to them. Most of what I have built ends up being an exhibition hall eventually. Why? Their staff’s KPI has no improvement. Employees all just wanna finish their quotas and have no actual time to operate the smart items. There have been complaints that the smart bank tech makes their job more exhausting and at the end of the day the customers don’t get better service.
So, we should start from the root, consider the end users. Not only bank customers but the shareholders too, make them understand and support our transformation. Reconsider the old policies, however solid they seem. Change is constant, but improvement should be too.
Report URL
Build A Strategic Plan By Designing For Bank Customers’ Mobile Moments