Summary
During her talk, Karen from MasterCard shares insights on the company's journey through digital transformation and the critical role of design as a core competency. She underscores the challenges associated with building and maintaining teams in a complex enterprise environment, especially with ongoing changes in the industry due to technological advancements. Karen outlines practical strategies for hiring and performance management, emphasizing the importance of creating strong employee experiences that drive both talent retention and consumer satisfaction. She highlights innovative initiatives like 'selfie pay' with biometrics for secure transactions and the integration of payment capabilities into everyday devices. Karen encourages leaders to align their teams with their organization’s mission, foster cross-functional relationships, and focus on customer empathy to excel in delivering exceptional user experiences. Additionally, she discusses the importance of clear performance management and development conversations to empower teams and drive impactful results.
Key Insights
-
•
Digital transformation at MasterCard is focused on integrating technology into everyday commerce.
-
•
Design is viewed as a critical competency and business imperative at MasterCard.
-
•
Long-term employee retention enhances organizational knowledge and customer experience.
-
•
Security is a top priority as MasterCard integrates payment into various devices.
-
•
Biometrics and identity verification, such as 'selfie pay,' represent the future of secure transactions.
-
•
Cross-functional collaboration is essential for executing successful projects.
-
•
Understanding how the organization generates revenue is important for all employees.
-
•
Empathy in user experience is vital for product development and customer satisfaction.
-
•
Performance management should be viewed as part of the employee experience and involve regular feedback.
-
•
Leaders need to be proactive in recognizing and addressing performance gaps in their teams.
Notable Quotes
"MasterCard is reinventing itself for the digital world."
"Consumers expect payment systems to work seamlessly across devices."
"Hiring is difficult; it takes time to find the right fit for the team."
"Good experience is good business; it drives stock price performance."
"Leadership alignment with the mission is crucial for success."
"You earn your seat at the table by championing good customer experiences."
"Feedback is crucial; most people don’t ask for it enough."
"Performance management needs to be transparent and involve regular check-ins."
"Understanding company values matters when hiring talent."
"Recognize and address performance gaps swiftly to maintain team health."
More Videos
"We all have the capacity to cause harm, and just because we practice empathy doesn't mean we can't cause harm."
Sahibzada MayedThe Politics of Radical Research: A Manifesto
March 27, 2023
"User research is about gaining insights but also requires strategic coherence with business goals."
Dave HoraAdvice for Establishing Research
December 8, 2022
"Encourage team adoption by sharing documentation widely and pinning it in accessible channels."
Gabrielle VerderberDocumentation Your Team Will Actually Use
October 3, 2023
"Designing is about augmenting intelligence, not replacing it."
Raven VealDark Metrics: Illuminating the Negative Impact of Digital Health Design
March 12, 2021
"Delivery is a must. There's no failure, it's not an option."
Gretchen AndersonScaling the Human Center
June 8, 2017
"Collaborate without ego helps us all align better on product goals rather than personal interests."
Craig Brookes Andreas Huebner Morgan Quinn"Just Make it Look Good" and Other Ways We're Misunderstood
June 11, 2021
"We learned that the importance of engaging stakeholders was critical to our success."
Sarah AuslanderIncremental Steps to Drive Radical Innovation in Policy Design
November 18, 2022
"If you think of sprints as a playbook, then that playbook needs improvement."
Joe Meersman Pooria SohiUse AI to Drive Outcomes that Go Beyond the Design Sprint
September 25, 2024
"Start by making a public goal to create accountability."
Saara Kamppari-MillerInclusive Design is DesignOps
September 29, 2021
