Karl A L Smith

human knowledge belongs to the world

competitive advantage

Banking Change Management through HCD

Massive change management is taking place across all sectors of British banking over the last three years driven by buy outs and mergers, some by efficiencies and a little more recently through questioning the nature and controls around risk management.

Ask #customers not #stakeholders

Clients will often reduce or not pay for UX research, but this is like leaving out a building foundation because no one sees it. A visitors experience is not only defined by the online environment but they bring past experiences, desires and doubts about their current experience.