Banking Innovator Case Study: USAA’s Customer-Centric Innovation in the Lab

  • 31 March 2016
  • 2.89 MB
  • Version: 1.0
  • Author: Kevin Grant
Banking Innovator Case Study: USAA’s Customer-Centric Innovation in the Lab

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.