Most banks and credit unions still manage digital banking as IT projects rather than products that need constant refinement based on user behavior.
Listen to this podcast to learn how a product-led approach transforms digital banking from a feature factory into a strategic channel that drives adoption, reduces support costs, and improves customer satisfaction.
Last year, Van Cleave set out to strengthen discovery processes and elevate design's presence across departments, learning that breakthroughs come from embracing unexpected customer behaviors and treating constraints as opportunities.
Her team delivered measurable impact through "the Quad" partnership model and refined discovery workflows, achieving a 39% conversion boost and 24% no-show reduction on the Meeting Scheduler redesign, while reducing customer complaints by 10% and making discovery a cultural expectation across Chase.
