This week Toronto-based UX strategist Rami Tabbah and I discussed Capital One’s acquisition of Adaptive Path. We were both a bit surprised by the lack of real reflection on the pros and cons of this development (with a few exceptions), so Rami, who has worked a lot with banks, wrote one himself.
His post is excellent and I encourage you all to read it in full, as he is not afraid to point out the potential pitfalls for Adaptive Path:
I am sure that the good intentions exist at Capital One. However, my experience with big enterprises tells me that Adaptive Path designers are up for a rough ride. Working from within will limit Adaptive Path designers’ influence on the bank. Being thought leaders and running conferences gave them not only visibility but influence that made it easier for clients to follow their recommendations. Inside the organization, they report to a senior person and everyone has to respect the hierarchy, not exceed limits and play by the rules. In this environment strategy and priorities change. Even AP’s management style will change and adapt and there is no guarantee the ideal conditions will last, even with a VP of design from Google. Adaptive Path designers risk loosing their mojo and may slowly become followers instead of leaders.”
and also the huge challenges for Capital One:
“For this “integration” to succeed, Capital One needs to absorb Adaptive Path’s philosophy. They need to put users first even as they design for new technology. Here I am referring to Garrett’s definition of users. It takes an organizational design strategy that also focuses on call centers, internal applications and every touch point with internal and external users. This cultural shift needs to change development frameworks. Capital One will also need to hire a savvy VP of Information Technology possibly from Google as well to build an entrepreneurial spirit that can allow great design ideas to be transformed into new products. They will need advanced project management skills able to develop and launch projects fast without compromising quality. They will need strong product managers to manage lines of products from a technical perspective and not just from a banking perspective as we see in many banks. They will need to have highly skilled architects to select appropriate infrastructures that adapt to future changes and have skilled developers and analysts able to understand and integrate new technologies. Ultimately, to make this transformation a success, Capital One needs to become a software company and excel at the game Google and Apple are playing.”
Rami Tabbah is a user experience strategist and with a focus on efficiency at Ergonaute Consulting in Toronto – Canada. He uses quantitative and qualitative research techniques and conceptual design to help companies better understand their users and how to shape their websites, applications, products and services to better match users’ expectations. He also focuses on innovation and inclusive design.
We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.
100&Change is a MacArthur Foundation competition for a $100 million grant to fund a single proposal that will make measurable progress toward solving a significant problem. 100&Change will select a bold proposal that promises real progress toward solving a critical problem of our time. And it will award a $100 million grant to help make […]
Then we are interested in hearing from you. We have several positions available for talented UX/UI and service designers who are passionate about creating world-class user experiences. Please see the job descriptions on our website for more information, and send us your CV with a cover letter statement about yourself, your experience, and what UX […]
Experientia is proud to have been a key participant at the Roche Innovation Summit, held at Roche headquarters in Basel Switzerland on 19 June 2018. Themed “Transforming the Healthcare Experience Together”, the summit aimed to galvanize the Roche community around the future transformation of healthcare and diagnostics. With 800 attendees from Roche and Genentech global […]
Hai una startup? Hai mai pensato ai benefici che potrebbe trarre dal Design Thinking? Questa è l’opportunità per scoprirlo! DesAlps Workshop #2: Il Design Thinking per la tua startup! Giovedì 28 giugno 2018 – dalle 9:30 alle 17:00 @ I3P | Corso Castelfidardo 30/a, Torino —– Nell’ambito del progetto europeo DesAlps, un team di esperti […]
Experientia è lieta di invitare le piccole e medie imprese del territorio piemontese al: DesAlps Workshop #1: Il Design Thinking per le PMI Venerdì 18 maggio 2018 – dalle 9.00 alle 17.30 @ Rinascimenti Sociali | via Maria Vittoria 38, Torino Scopri i vantaggi che il Design Thinking può portare al tuo business per prepararvi […]