Harland Clarke is a leading provider of best-in-class integrated payment solutions and marketing services, serving multiple industries including financial services, retail, healthcare, insurance, and telecommunications.
We were engaged in 2019 to gain a deeper understanding of customers’ current perceptions and needs around payment services. And, the benefits and preferences they seek to meet these needs. To do so, we fielded 16 focus: 4 groups each in Chicago, Paramus, Los Angeles, and Dallas.
We began by developing qualitative research to understand how customers think and feel about their experience in opening and using their current checking accounts. Also, to understand their usage of payment services, including check products and accessories. And, finally, to understand customers’ response to potential ways Harland Clarke could be helpful to customers when opening a checking account or reordering checks.
We then presented our findings and implications at a national invitational meeting to 35 strategic clients of financial institutions.
- Jana Schmidt, President & CEO
- Geoff Thomas, Chief Product Officer
- Chris Sibila, SVP, Product Management, Payment Services
- Michael Rutledge, Executive Director, Product Strategy & Development
- Bob Madrid, VP, Payment & eCommerce Products