We don’t just jump into a problem statement…It’s really taking a step back to say, okay, now that we have a customer problem, and to come up with the right solution. Let’s do the right amount of design research, and user research to truly understand what the customer needs to get done, and do focus groups to get direct testimonials from customers on what it is that they would be looking for when we’re building a solution for that problem. And then, rather than a big bang approach of going and building the entire thing, we try to take a very experimental focus approach to start to say, here’s a solution that we think can work for this problem, and continue to evolve with customer insights.”

When we took a big step back, we realized customers are looking for personalized advice and guidance on how to improve their credit score. And so as we continue to refine our credit score tool Credit Journey and continue to build it and collect customer feedback, what we ended up with is a personalized recommendation engine that allows you…to come in and use that tool to get a five-step plan of here are the five things that you should do if you are looking to improve your score. We can track those steps for you and then show you the impact that it’s going to have on your score itself. That’s an example of really starting with something that was more of like, ‘Here’s your score” to evolving it to being a score-improvement functionality.'”

As you think of the future, digital identity becomes the most important thing that allows you to reach that tipping point. And so while we have a very strong foundation to build from, as we think of a number of the crises that the country’s facing and we’re going through and as the population dynamics across the country change, building that common digital identity framework that allows for identification of who’s who and the right controlled mechanism for money transfer becomes super important.”