Last Updated Apr 16, 2009 2:49 PM EDT
To deposit checks and cash to your account, you run them through an optical scanner, which reads the amounts, credits them to your account, and returns images of each deposit back to you.
Great. Except when the scanner can't read a check, which apparently isn't an isolated circumstance. Then it's into the bank you go, to deposit the check manually. All that time you were saving using the ATM is now lost.
The problem, says Scott Anthony, is that the innovation helps BofA but inconveniences and frustrates customers who use them.
"The general point here is to make sure you evaluate innovations through the proper lens. The trap companies often run into is they think their view of quality is the same as the markets'. That's not always true. If the innovation isn't perceived to be better by the consumer, customer, partner, or supplier to whom it is targeted, then adoption could slow and frustration could grow."Read his full post on Harvard Business Publishing, Better Through Whose Eyes?