Collaborative Member Feature

Justin Jackson

Fiserv

Product Management - Digital Payments

What does Experience Strategy mean to you? 

In my business, we always have to remember that while a person’s money is an incredibly important part of their life, it’s also just that – a part. A strong Experience strategy allows us to ensure that our products and services are aligned to driving real benefit in our users’ lives.

How did MXC/DHC help you grow as a professional? As a team? 

Personally, it’s had a profound impact in one key way: It’s helped ensure that I’m constantly reminded on how our products fit into a consumer’s life, and always thinking about that broader context. 

What has been the impact on your organization or way of working? 

The output of the MXC and our learnings there has been a tremendous input to roadmapping, investment prioritizations, and product development plans. It’s given a great foundation for how we think about the value of conflicting ideas or investments, and helped us be “real” about the benefit of any particular path. 

What’s one thing you learned or implemented as a result? 

One of the biggest early learnings we had was around jobs-to-be-done, and how consumers think about their finances, their bills, and fitting the management of that financial landscape into a hectic and demanding daily life. The research helps us to kick off the design of a new financial management experience. This idea of starting with the consumer and their needs and what creates meaning for them has ultimately been an idea that carries through most aspects of our prioritization, design, and development planning.