Eliel Johnson has worked in UX design for 24 years—he’s a veteran of the original dot-com boom. Now he’s the VP and head of user experience design and research for Schwab. “My career here at Schwab has been about building a robust, modern user experience practice,” he says. “Part of that journey, has been establishing the business value of design and helping to grow the team to scale to support digital transformation we’re doing today.” On that journey, Johnson and his team have naturally relied upon solutions in Adobe Creative Cloud. “I feel like Adobe has the legacy of having built fantastic software and many of us designers grew up with the Adobe products," he says.
“For us, design here at Schwab is a verb, not just a noun. It’s not just a job title. We design together and that means that you have engineering, product and user experience working collaboratively from the start of a project, to build empathy for the user and create experiences that they really love. So it’s this continuous cycle of discover, define, ideate, prototype, that continues through the whole process,” says Johnson.
This harks back to Schwab’s mission statement, about putting the client first. At Schwab headquarters, you’ll hear people talking about seeing the experience ‘through client’s eyes.’ “Happy clients will bring more business,” says Johnson. “It’s a virtuous cycle and it allows us to continue to invest in building better experiences. It’s really a laser focus on understanding what people actually want and then designing experiences that meet and even exceed their expectations. That’s a great business strategy.”
And for Hathi, Schwab’s latest journey has taught her more about humans than technology. “A digital transformation is actually all about people,” she says.