April 28, 2011 § Leave a comment
April 28, 2011 Over the last couple of days I have been thinking a lot about digital innovation for financial services. Part of my thinking is focusing on the forces that impact companies today – developing high quality customer experiences, changing customer expectations, pressures from social media, device proliferation, and a dizzying array of technology options to choose from. « Read the rest of this entry »
April 20, 2011 § Leave a comment
April 20, 2011. A couple of days ago I noticed that American Express debuted a new homepage. At first I was ecstatic…I am literally not kidding. I have been an American Express client for over 5 years and in that time the homepage has remained largely the same.
While the rest of the logged in site remains intact, the homepage now offers a very warm and inviting experience. It feels clear that the owners of the site (and those responsible for the redesign) took a user-centered approach. By this I mean thinking about 3 simple rules.
1) Who is the user,
2) What are they trying to accomplish, and
3) How will the site help users achieve those goals. « Read the rest of this entry »