USA
“ We measure usability , we practise design-first thinking and , at the end of the day , we ’ re really passionate about taking the friction out of the process for our customers at every step ”
— Ben Hawksworth , Chief Technology Officer , Progressive Leasing
sive Leasing is also exploring new ways to reach and interact with its customers . This often involves tailoring the customer journey to the type of device they ’ re using . “ It means that we ’ re increasingly putting more and more of the process into our customers ’ devices whether that ’ s a mobile phone or a tablet ,” he says . “ That ’ s really where we can take technology and deliver a better experience for our customers and retail partners .” Additionally , Hawksworth highlights how the firm is also striving to make its workflow more “ content driven ” using a content management platform to deliver real-time , uniquely customizable workflows for its retail partners .
As a digitally-driven firm , product development isn ’ t just a technology issue at Progressive Leasing : it ’ s company wide . As the company rapidly grows , constraints and bottlenecks are something that every department faces . Hawksworth says : “ I have the ability and the pleasure to be able to sit down with our CEO and talk about how maybe a legacy design or a legacy constraint creates friction or slows down our delivery process . We can easily talk about investing in the foundation as much as in new features and products ,” reflects Hawksworth . “ We really try to balance staying focused on product innovation and eliminating legacy constraints .” Another challenge with software development undoubtedly lies in customer transparency . It ’ s a core value for Progressive Leasing which
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