Turn on a dime

Capital One’s 360 Cafe in San Francisco, California, USA

Capital One’s 360 Cafe in San Francisco, California, USA

PHOTO COURTESY OF KENNEJIMA VIA FLICKR

When Capital One was planning its R&D lab to support innovative banking projects, the organization wanted a place where end users would literally have a place at the table.

A two-story café was built in San Francisco, California, USA to act as a testing ground for the projects in progress. The café is where stakeholders test-drive early versions of their apps. The teams then incorporate feedback into later iterations of the project plan.

“We built a little prototype that we affectionately called ‘Rewardly,’ in the lab and tested it out,” senior director of technology innovation Joshua Greenough told Fast Company. “It really brings that customer to the forefront of the pilots and the incubation of the innovation that we’re doing.”

By bringing an early version to stakeholders, project teams are able to adapt and iterate swiftly.

By bringing an early version to stakeholders, project teams are able to adapt and iterate swiftly. Just as important as that direct line to the end user is a clear governance structure and a strong connection to the top, said Skip Potter, Capital One’s vice president of engineering.

Mr. Potter, the chief innovation officer and the COO meet monthly. “When you have that level of commitment at a senior level, going ‘I want to see what is going well, I want to see what you are delivering,’ that’s pretty awesome.” —M. Wright

This material has been reproduced with the permission of the copyright owner. Unauthorized reproduction of this material is strictly prohibited. For permission to reproduce this material, please contact PMI.

JANUARY 2015 PM NETWORK

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