Once we scoped our Customer Playbook to the small business segment, it was time to form teams to understand these customers. In the understand phase, we wanted to uncover the following insights in order to lay the foundational groundwork for the design and content of the Customer Playbook. Understand how…

As researchers, we often get asked, “Who is/are the [insert descriptor]?” This could be: Segments Archetypes Personas People believe knowing who these design targets are is the golden ticket to success because that is what we’ve been taught. Step one is to understand the people you are designing for. …

Bozoma “Boz” Saint John told the Chief community in a fireside chat: “We’ve been told we have to fit into an environment.” “This is how x company runs.” But, when Boz said, “We don’t fit into you,” it resonated with me and my journey at Valley Bank growing a team…

It seems like yesterday when I walked off the elevator on the 29th floor at One Penn Plaza and looked out the window to see all of downtown Manhattan smiling back at me. With sweeping views south from Madison Square Garden to the Freedom Tower and the Statue of Liberty…

Learn about Brandon Mosley’s design philosophy, where he seeks inspiration and what impact he hopes to make at Valley Apply to work with Brandon! Can you tell us a bit about yourself Brandon? Growing up in the ‘burbs of Westchester, NY, I became a curious learner. I always had artistic inclinations (still do) and I was fascinated by the…

When people think about your brand, they think about all of their interactions with your brand, not just the good ones. Your customer service is exceptional but at the same time your store layout is confusing so people can’t find anything. Your price point is low but also your product…

It has been one year and 7 months. I know that because LinkedIn tells me this not because it feels like one year and 7 months. It feels more like 6 months. When I reflect back on my post about building a research and service design practice inside a 90-year…

When I learned we had a 76 percent completion rate on membership signups, I was beyond excited. The first recruiting push for our new research opt-in program, the Valley Bank CX Co-Lab, was a success. Our community was growing and we were closer to our 2020 goal of 1000 members. …

On Day 3 at Valley Bank, at about the same time I got my laptop, I met Stuart. He had just joined Valley as well as the head of Digital Product and was in Week Zero of a discovery sprint. …