“A human-centered design mythology offers the best way to truly understand customers and develop solutions that meet their needs — solving real customer problems and delivering experiences that resonate in market. However, it’s just one part of the whole. In order to be successful, this approach needs to be customized according to your company culture and DNA.”
The report outlines strategies that financial institutions are using to deliver a superior customer experience. It covers org structure, practice/process, research, measurement, and the importance of keeping the customer at the center of design initiatives.