Banking Innovator Case Study: USAA’s Customer-Centric Innovation in the Lab
USAA Innovation Case Study
These use cases highlight the technologies required to deliver personalized, multiscreen services.
  • Project Year
    2016
  • Creator Name
    Kevin Grant
  • Organization
    TD Bank
  • City
    Toronto
  • Country
    Canada
  • Creation Date
    30 March 2016
  • Modification Date
    13 March 2021
  • Version
    1.0

USAA’s program approaches innovation in five ways with R&D and employee engagement at the centre.

  • 8,000 Ideas  in 2015
  • 247 Patent in 2015
  • 95% Participation Rate

USAA’s Eight Innovation Labs

  • Tryout the wild ideas that may or may not get them closer to the end-game of delivering the ultimate in customer service.
  • The lab teams are tasked with embracing emerging technologies for “revolutionary development”

Internal Coding Competition

  • USAA runs an internal coding competition several times a year to spark cross-team innovation.
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Banking Innovator Case Study: USAA’s Customer-Centric Innovation in the Lab

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