Feeling in Control: Bank of America Helps Customers to “Keep the Change”
How do you encourage new customers to open bank accounts? In 2004, Bank of America assigned design agency IDEO to boost their enrollment numbers: a problem lacking any user perspective or problem (yet).
Taking Risks, Earning Trust and Including Co-Workers: User-Centred Design at Deutsche Bahn Operations
Start with a small thing, and it will grow bigger: Andreas Bürgler, Head of Deutsche Bahn Station&Service AG (Operations), talks about introducing user-centred design methods in his department – with a 200-participant design thinking sprint and a re-designed service counter as a lighthouse project.