The Innovation Series with Host Ben Hiatt
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Product Accessibility to Put Customers First with Helen Robb

Putting the customer first through ease of product accessibility influences every product management decision. Without it, you don’t have an intuitive product or service people want. So getting it right is paramount. 

 To discuss the philosophy and the practicality of all this, I interviewed Helen Robb, a Director of Product Management for the mobile banking app, Spruce Money by H&R Block. Helen related how smart UX design, having a customer-focused philosophy, and doing what’s right come together to create success. As we talked, she also shared some of her personal experience with intrapreneurship, as well as building trust and connection through the digital version of an open plan office.

“Gaining long term commitment and gaining long term loyalty from customers requires give and take. We can’t possibly survive in a world where we’re doing anything other than providing a great customer service and providing a great opportunity.” -- Helen Robb

What You’ll Learn

• Secure, thoughtful, intuitive and smart UX design
• Transitioning from occasional touch points to year round service
• No longer squeezing the max from customers
• Measuring impact, engagement, and positive results
• Balancing table stakes with innovative features
• Leveraging massive data to improve services
• Challenges of not starting small
• Trust and connection through the digital version of an open plan office

Connect with Helen Robb
Helen Robb is a Director of Product Management at Spruce Money by H&R Block, a mobile banking app that helps customers make the most of their tax refund, get paychecks up to two days early, and earn cash back rewards at select retailers. Spruce has no monthly fees, no sign-up fees, no minimum balance and no credit check to apply.
Linkedin - Helen Robb
hrblock.com/financial-services/spruce 

Connect with Ben Hiatt and The Innovation Series   
Ben Hiatt is a Business Development Executive at DeveloperTown and the host of The Innovation Series podcast. His focus is helping corporate leaders solve hard business problems.

Ben works with an amazing team of software design and development professionals who help their clients explore what digital transformation looks like within their organizations. They deliver on that vision by applying agile development principles to iteratively design, develop and launch new web and mobile solutions.
Linkedin - Ben Hiatt
[email protected] 

 

Connect with DeveloperTown
DeveloperTown is a multi-faceted software consultancy for today’s IT and Business Leaders. They create world-class digital experiences to help businesses succeed in a competitive digital world.
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