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Incorporating customers into the design and development cycles

A customer-centric development approach with financial institutions or retailers working with payment software vendors typically has four distinct outcomes:

  • Better alignment of the vendor with customer values
  • Improved product quality
  • Higher team productivity
  • Increased flexibility within the development process

Let me explain what I mean when I say “customer-centric development approach.”  For years, vendors have taken customer requests for enhancements, prioritized them, and then simply built a product based on their interpretation of those initial requests.  Customer feedback was at the start of the development cycle and again at the end.

A customer-centric development approach allows for customer feedback during the software development cycle which becomes more of an iterative and agile approach to product design and development.

The distinct outcomes for the software vendors, in turn, lead to potential improvements for customers:

  • Faster time to market with new products
  • Reduced internal development costs
  • Closer relationships with the vendors
  • New ways to use existing payment infrastructures

This brief explanation of the differences between the traditional approach and customer-centric approach, should lead you to ask yourself “what is my payment software vendor doing to incorporate my input?”

Incorporating customers into the design and development cycles by Paul McMeekin

Director Marketing, Growth Markets

Paul McMeekin is a big believer in the power of payments and how they can change the world. He leads demand generation and customer acquisition efforts for the global bank segment. Previous roles at ACI include product marketing, analyst relations, and product operations. Outside of payments, Paul is an adjunct professor at the University of Nebraska at Omaha, where he graduated with an MBA. He currently lives in the Silicon Prairie. Paul is passionate about payments with a strong interest in the human aspect of payments, blockchain technologies, consumer experience and B2B marketing., He has been quoted in numerous publications including the Omaha World Herald, American Banker and Bank Systems & Technology. Paul has spoken across the world at numerous events including Payments, PayThink, Seamless Payments in South Africa and Dubai. For somebody lacking in the key skills of photography, his work has been published!

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