houfu commented on the simplicity playbook for innovators by Jin Kang Moller
Simplicity is a hard thing. As the legendary Jony Ive, Apple's former Chief Design Officer, …
Some ideas weren't welcomed by the internal stakeholders. For on, our idea of producing bank cards in multiple designs was criticised as it would increase operational costs without clear benefits. It was true that when customers were asked in a survey whether they were wiling to pay more for a customisable card designs, most ticked "No".
However the very same stakeholder changed his view completely when we invited him to observe how young people heaved in the prototype store. He saw how much time they spent looking at the card designs - more than the features of the product! He saw how the designs actually became a conversation-starter for people coming in to browse.
I remember that this was one of the most distinctive features of the OCBC Frank card. But it's also pretty intangible, no bank ever did the same thing again. That said, I guess this means you …
Some ideas weren't welcomed by the internal stakeholders. For on, our idea of producing bank cards in multiple designs was criticised as it would increase operational costs without clear benefits. It was true that when customers were asked in a survey whether they were wiling to pay more for a customisable card designs, most ticked "No".
However the very same stakeholder changed his view completely when we invited him to observe how young people heaved in the prototype store. He saw how much time they spent looking at the card designs - more than the features of the product! He saw how the designs actually became a conversation-starter for people coming in to browse.
I remember that this was one of the most distinctive features of the OCBC Frank card. But it's also pretty intangible, no bank ever did the same thing again. That said, I guess this means you shouldn't read too much into user surveys.
