Four Pillars of a Strong Response to User Accessibility Needs (Part 3)

Posted by Terry Randall, Laura Reece, Emily Gafford, Nathaniel Kincy and Danielle Shearer

Apr 19, 2017 11:30:00 AM

In part one, began our three part series on user accessibility by discussing the Design and Construction stages of your site and attempted to convey the importance of a trusted partner who will be handling those critical foundational steps. In part two we talked about the actual content going on your site and hopefully gave you some tips on how to deliver your message in a way that all users can appreciate.

Today in the final installment, we’re shifting our focus to the last two pillars: Testing and Feedback Loop.

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Topics: Websites, Customer Experience

Four Pillars of a Strong Response to User Accessibility Needs (Part 2)

Posted by Terry Randall, Laura Reece, Emily Gafford, Nathaniel Kincy and Danielle Shearer

Apr 12, 2017 11:15:00 AM

Last week we began our three part series on user accessibility by discussing the Design and Construction of your site. The primary takeaway is that you are very likely to be extremely dependent upon your vendor to help you make great decisions that give you the best blend of aesthetics and user accessibility. There are a lot of great folks out there. Find someone you TRUST, someone who has exhibited the subject matter expertise to do the job. Today our focus shifts to an area in which you, as the owner of the website, can have a great deal of control - the content that goes onto your site.

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Topics: Websites, Customer Experience

Four Pillars of a Strong Response to User Accessibility Needs (Part 1)

Posted by Terry Randall, Laura Reece, Emily Gafford, Nathaniel Kincy and Danielle Shearer

Apr 5, 2017 11:30:00 AM

Financial institutions (FIs) and their vendors/partners are currently caught up in what can certainly feel like a tidal wave of activity regarding user accessibility, specifically access to FI websites. Seemingly every day a new article or blog-type post is being written <blush> trying to inform us, direct us, chastise us, or sell us a product to help us. Based on the research our team has completed, and the lessons learned that we now have under our belt as we work through this evolving issue, I wanted to share what we have come to believe are the four pillars to be addressed in order to pursue an excellent experience for ALL consumers of the digital channel. 

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Topics: Websites, Customer Experience

The Value in FinTech Conferences

Posted by Danny Payne

Jan 18, 2017 11:15:00 AM

At most FinTech companies, banks, and credit unions, the start of a new year means planning for conferences. And for some odd reason, there seem to be two groups of people when it comes to conferences and trade shows. It’s a love/hate relationship – you either fall on the side of seeing all the good in conferences or you think they’re complete wastes of time and resources.

I for one fall into the “love” category, and I’ve been this way since I started working in FinTech almost 15 years ago. The company I worked for was a small startup and we just started selling payments in the utilities marketplace. I was a new account rep and it was my first tradeshow. It was magical! I stood in a booth; people came up to me and asked questions about my product; and I talked to them about it. In 10 minutes I could present the value proposition and product differentiation, show a demo, and set a follow-up meeting. It was like speed dating for sales … and I loved it.

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Topics: Financial Services Industry, Customer Experience

Ubiquity Is Key!

Posted by Al Suosso

Nov 9, 2016 11:00:00 AM

Truly effective customer relationship management (CRM) can only be accomplished if it is adopted on an enterprise-wide basis. Achieving an exceptional adoption rate has been a continuing challenge for financial institutions (FIs) of all sizes. One of the biggest challenges has been the lack of access to CRM tools within the applications that are used on a day to day basis by associates in varying departments within the FI.

To do their job efficiently, tellers must remain largely focused on the teller processing application presented on their desktop. Quickly handling routine and more complex transactions for customers is their primary role; however, a teller has a unique opportunity to provide customers with much more than a good transaction experience.

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Topics: Relationship Management, Customer Experience

The Right Inputs

Posted by Bryan McCarty

Sep 21, 2016 10:00:00 AM

When you’re a product manager building a platform that involves a mix of enterprise B2B and also B2BC products, the number of opinions you receive – whether you want them or not – can be overwhelming.

We don’t always hear directly from end-users, but we do hear from the businesses, or clients, who purchase our products. Often, clients present us with a smattering of feature requests that represent a portion of their end-users’ pain points. These requests also include their own ideas and features they see from competitors. The ideas coming from clients is only a portion of the forces at play. Product managers also face internal pressure from sales, operations and engineering. It’s the job of the product manager to assess all these inputs and find the greatest good.

With a continuous funnel of opinions, how do product teams ensure they appropriately prioritize what’s next to work on and not simply react to the latest, or loudest, request?

I believe product teams creating the most impact do so by understanding the right inputs. These teams not only ship successful products, they create new waves of innovation that leave other product teams grasping to catch on.

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Topics: Information Technology, Customer Experience

The Trust Equation

Posted by Tiffany Haynes

Aug 31, 2016 10:15:00 AM

I was recently discussing our talent management strategy process with a consultant and he shared a memorable trust formula:


This resonated with me because I was able to flip through my personal and professional relationships like an old Rolodex and think about who I trusted and who I didn’t. I could think of a name and then pinpoint what portion of the equation was missing.

Think about what each of these variables mean to you.

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Topics: Customer Experience

The FinTech My Children Will Inherit

Posted by Danny Payne

Aug 24, 2016 10:00:00 AM


If we compare the advances it has made over the last 30 years, fintech has come a long way. My life’s story has seen the shift from the days of waiting in a long teller’s line after work to being able to transfers large sums of money in half a minute from the comfort of my home. Looking back, I often think to myself, “How will fintech evolve over the next 30 years? What will be the fintech that my children will inherit compared to all the technology that I grew up alongside?” To have an idea of where we’re going, we have to take a look from which we came.

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Topics: Financial Services Industry, Customer Experience

Are Intelligent Assistants Smart Enough Yet?

Posted by Deborah Matthews Phillips

Aug 17, 2016 10:00:00 AM

Twenty-three years ago, my 7 year old daughter was given a homework assignment to write about something she would like to invent. I was so proud of her idea – she called it “Speak it and see it.” The concept was a simple speech recognition tool where a user could dictate into a microphone and the words would appear on the computer. The fact that she received only a “B” demonstrates how far-fetched this idea must have seemed at the time.

Fast forward to 2016. There is an exciting evolution at the intersection of natural language processing, artificial intelligence and connected devices. Intelligent personal assistants like Amazon’s Alexa®, Apple’s Siri®, Microsoft’s Cortana®, VIV, Hound and Google Assistant promise to change the way we manage our lives. Gartner explains, “An autonomous agent becomes the main user interface. Instead of interacting with menus, forms and buttons on a smartphone, the user speaks to an app, which is really an intelligent agent. These intelligent agents may be associated with an individual app or act across multiple apps.”

Intriguing for sure, but are they the next big thing?

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Topics: Customer Experience, Mobile Banking

Living Core Philosophies, Not Just Meaningless Platitudes

Posted by Pete Major

Aug 3, 2016 10:00:00 AM

Have you made a big mistake lately that would have been easy to simply sweep under the rug? Are your employees jumping up and down to volunteer to stay up all night to get that project completed? What makes employees go the extra mile and make the right choices in tough situations? It’s the culture you create by living your company’s core philosophies. Where your company’s purpose states “why” the organization exists, your core philosophy directs “how” employees do their work. I’d like to introduce you to how we do things here at JHA.

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Topics: Financial Services Industry, Customer Experience

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