Yellow submarine

Years ago, I remember taking a tour of what was then one of those newfangled “innovation labs”.

A hive of Design Thinking, it was crawling with serious young people in jeans and t-shirts scribbling on walls and rearranging herds of post-it notes.

In an otherwise old-fashioned financial services organisation, it was an impressive tilt towards modernisation and true customer centricity (beyond the warm and fuzzy TV commercials).

After our guide had finished explaining this brave new world to the group, one of us asked him to share a project he’d been working on. He proudly explained how the year prior, the lab had applied the progressive methodology to the development of a new product which had, finally, launched.

Which begged the next question… How many new customers did it sign up? His straight-faced answer: Seven.

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