Web

Career Opportunity at Discover Bank

THIS ROLE WAS FILLED ON JUNE 13, 2014

I’ve recently changed roles at Discover and am working on building out my digital team. There’s already a solid group of professionals in place shaping a best-in-class banking platform, but we are rapidly growing and I need more help.

This is a Senior Manager role with three direct reports, reporting to the Director which would be yours truly. I have worked at Discover for almost 15 years. We have a terrific culture and are recognized as one of the best run financial services companies in the country. We have a great credit quality portfolio, are well capitalized with strong profit and stock performance (NYSE:DFS).

We are located in Riverwoods, Illinois, just north of O’Hare airport and have a Chicago city satellite office.

Job Description

This position leads a team responsible for developing and enhancing a best-in-class banking web interface for Discover Deposit products. This person will work closely with a peer to drive the current and future state of the user interface across all digital platforms. It is critical for this person to steer and coordinate cross-functional groups that include Product Teams, Marketing, Business Technology and multiple external agencies to create and deliver innovative, simple, highly functional and aesthetically pleasing interfaces based on user-centered design principles. This person should be keenly aware and passionate about emerging design and usability trends across web, mobile and tablet, as well as the evolving digital payments ecosystem.
The Digital Experience team’s primary role is to understand business requirements and goals, and then work with external agencies to develop wireframes and design comps that will deliver the business results with a superior customer experience.
The Senior Manager must be analytics focused and able to leverage web tracking to inform design and enhance functionality already in production. It is important to be able to weigh quantitative and qualitative data before design begins.
Time to market is critical. The candidate must be comfortable operating in an agile development environment and make strong judgment calls based on the information and alternative scenarios.

Qualifications

Bachelor’s degree required. Specialization in human-computer interaction, graphic design, product design or interaction design is a plus
7-10 years leadership experience in user-centered design, usability and development, preferably with a Fortune 500 company or leading digital firm
Seen as a thought-leader in creating best-in-class digital customer experiences for full site, mobile and tablet interfaces
Experience leading and/or observing user research and usability testing and translating insights into design decisions
Demonstrated ability to lead cross functional teams in the development of scenarios, workflows, site architectures, interactions notes, wireframes and designs
Experience in developing processes to manage complex activities
Demonstrated ability to translate business requirements into meaningful interactive experiences
Ability to effectively prioritize project requests based on clear methodology
Strong analytic skills and experience with web site behavior tagging and tracking
Effective communicator and comfortable with presenting to senior managers
Lean Six Sigma would be a plus.

We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.

If you’re qualified and want to work for a highly respected company you can apply here.

The Death of “Just in Case” Web Design

Ever since the first web browsers were created in the mid 1990’s people have been endlessly debating on how to design a web site. Or more specifically their companies’ site. At first it was left to a small group of people to make the decisions, because it was probably a fad and why spend time there. Once the fad thing became the next big thing everyone wanted in on the gold rush. Opinions were as common as… Well, you know.

To see how far we’ve come, check out Evolution of the Web an interactive site that shows the progression of Internet technology and human adoption and integration in their everyday lives.

Usability science came along, disciplines were created and the work was put into trained hands. The problem lies in the fact that most corporate web sites, especially ones that are C to C and have a significant traffic, must sometimes serve a dozen or more masters. That calls for scorecards, prioritization frameworks and, oh yes, a check back to what the objectives are.

I’ve sat in so many meetings where business partners want to put things in the interface “just in case” a user may be looking for it. They come up with all manner of wild use cases. They are very creative. Bring them back to reality. Search is what we use when we are looking for something. Navigation is for fast access to what you want or need to do during any given visit. Design is for connecting with a customer so they will want to know more.

The new design trend emerging, one of “Point Solution” is I think fantastic. It fills the digital canvas, is responsive to the device that beckons it to life and incorporates a storyscape of the functionality. It seamlessly combines high impact graphics, video, animation and interactive scrolling. When done well one doesn’t know if we are learning or accomplishing a task. And the doing becomes commerce, crossing an invisible line without being detected. It’s bulletproof for solving one or two use cases, but challenged when there are ten to twenty functions available for customers.

The “Just in Case” design is too broad and the “Point Solution” is too narrow. Designers with the help of business partners must find the middle way between the two. Uncovering the dark data hidden in the click stream married with back end analytics is critical. Start with eliminating all of the use cases that are remote, then progressively work your way toward the desired outcome. Oh yeah, you need really, really good designers.

It takes courage to avoid the “Just in Case” design trap and to stave it off you must have hard data showing it’s the right way to go. It’s best to be able to bring a design to life that has absolutely no hierarchy, only a flow of perfectly quilted content.

The poster child for “Point Design” is the Pencil 53 product site from the company Fifty-three. I love the site but loved the product even more. That helps. Their singular objective is to communicate everything about the Pencil 53. What it is, what it does, why it’s better. My review of the Pencil 53 is here.

Apple is great example of incorporating “Point Design” when they want to be bold about a product, then shifting to a more traditional design for product comparison, shopping and support. Sometimes you need to tell the story on a deeper level. For Apple’s 30th anniversary they created a time line of their products and the people behind them. They allowed a user to click on their first Mac and let Apple know what it meant to them. Emotive memories. They have always excelled at closing that last mile between a person and technology.

Microsoft is also getting in the game. They are simultaneously upgrading their product design as well as their sites. Their Surface experience is excellent and they are working hard to put the brand back on track after years of being completely lost.

Samsung has a very difficult design problem to crack. Parts of their site are absolutely on point while others appear archival but are probably effective at selling, so it may not matter. Remember the data. The Apps and Entertainment section is outstanding at showcasing a breadth of products and covers a lot of ground without being overwhelming.

We see people, read their stories, watch their videos and learn how technology works in their lives for convenience, efficiency and peace of mind.

Caution: Universe Change

Today we lost an hour from our clock as daylight savings time made its return. That seems appropriate. Here in Chicago we vaulted from fall right into spring, bypassing the mess of winter we are usually required to endure. It’s the universe’s way of trying to keep up with the manic pace of convergence here on earth. Expect this to continue. It’s not climate change, it’s universe change. Things are expanding and speeding up and no you can’t stop it.

We used to say, “I”m going to go on the computer.” We would step down to the basement or enter our study and approach a massive control center. Something resembling a large television occupied much of the our desk space. The PC was called a “tower.” If you were brave enough to look behind that tower you would see a tangle of dozens of umbilical cords criss-crossing their way to various devices. All of it encased in a deep layer of protective dust. Everything was stationery. You had to make a pilgrimage to the altar of technology to experience a computer.

We no longer go on the computer. The computer is “on us”. It encases us. Surrounds us in a halo of spectrum. No cords, no large workspace footprint for a non-interlace monitor needed. One can easily lose a computer today. There is no friction between our curiosity and the all knowing internet. Think about that for a moment.

In her latest book Alone Together, Why we Expect more from Technology and Less from Each Other, Sherry Turkel writes.

Now we know that once computers connected us to each other, once we became tethered to the network, we really didn’t need to keep computers busy. They keep us busy. It is as though we have become their killer ap.

Indeed computers may be sorry they became so powerful. We are constantly clicking, tapping, pinching and swiping them to find out what they have been curating since the last check in. If they are slow we curse. There will be no rest for them, ever again.

This has major implications for marketers who now need to be digital domain experts and social mavens in order to gain value for their campaigns and results. We will need to bring in mobile, social and the web. This means the corporate site of course, but it extends well beyond a web site into society at large. It will require mastery of time and space and behavior. Something very different that we have had to do in the past. Tell them (yourself) to get going and fast. Before we lose another hour. Oh and by the way, Web 2.0 is irrelevant.

Image: homedeisignfind.com

Social Media: It’s Déjà vu All Over Again

From about 1995 to 2003 the departments inside firms who were responsible for establishing and maintaining the enterprise online presence had to do most everything themselves. Jack of all trades if you will. IT of course helped, and eventually agency partners were hired, but for the most part it was a one area show. Those teams had to create content, design functionality, manage the email program, tag the assets, track, report, analyze, even market the sites to customers and prospects. I get exhausted just thinking about those years.

Over time it simply got too big for one team to do it all on their own. And so, tasks were transferred to other areas and assimilated into their everyday work. In most cases those other departments didn’t have digital experience or training, but they did the best they could with what they knew. Now as we are well into the 2010’s, specialists have emerged all over the enterprise and digital is being nicely integrated in many areas. Although we still have more ground to cover, there is progress and more importantly, momentum.

Social Media today is exactly where the web was in the late 1990’s. One team took the initiative to start, learn, stumble and love doing it. Others mostly sat outside the action, despite being intrigued and in wonder at what it may be ale to do for their business.

Learn from the past. Apply it today in social.

It is important to educate as many people as possible across the organization about social. I mean really educate. Not just recite the words Facebook and Twitter. Enlist their talent for creativity and business savvy and get them excited to experiment and learn. Do it now. Things are moving much faster in social than the web moved in the last decade. You won’t have nearly as much time this time around. The sooner you can accomplish this the better it will be for you, your team, your business and most importantly your customers.

Photo: Steve Furman