Banks and other financial institutions typically organize their teams around products or lines of business (basic banking, credit and debit cards, loans, mortgages, etc.) that behave as if in silos, and rarely coordinate. However, the same customer is engaging across these products, and can find the lack of coherence frustrating. Putting together a “retail consumer” design team that works across these products should lead to a better customer experience but will be difficult to maintain in the face of a company that incentivizes business units through their specific products’ success. This
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