September 11, 2009 2 Comments
USAA introduced an innovative iPhone application — remote check depositing. Customers that qualify for the service can take pictures of their checks and deposit them into their accounts as if they were handing the paper check over to a teller.
My take: This application makes a ton of sense for USAA, especially since many of its military customers are stationed around the world. Companies can find opportunities like this by following my three steps for customer experience innovation:
- Uncover the needs. Many USAA customers do not have an easy way to deposit checks.
- Design a disruptive strategy. The mobile app is a great example of a strategy called online infusion.
- Evaluate the opportunity. Given USAA’s focus on making it as easy as possible for their customers, this new application makes strategic sense. And the company’s rules for qualifying help keep the risks low.
The bottom line: Everything starts with customers’ needs.