Financial institutions worldwide will spend over $9 billion on digital banking solutions this year, yet more than half of these initiatives fail to meet expectations. In this episode of Behind the Vault, we explore why this happens and how community banks and credit unions can build better digital experiences through design thinking.

Key topics from our conversation:

• Why digital transformation often falls short
• How design thinking applies to banking
• Creating low-fidelity prototypes to test ideas
• Balancing customer needs with regulatory requirements
• Building differentiated value in digital experiences

Actionable takeaways from this episode:

• Building systematic customer observation practices
• Creating frameworks for capturing insights
• Evaluating digital initiatives against strategic differentiation
• Practical steps to start implementing today

Whether you're a banking executive, digital transformation leader, or technology decision-maker, this episode provides practical frameworks for making smarter technology investments that truly serve your community.

For more info:

• Design thinking overview:
• Standford d.School toolkit
• Design of Everyday Things:
• Beyond Good
• IDEO Finance Services case studies
• Gartner survey of digital transformation