Designing for Need (Paperback)

Derek Corcoran

ISBN 13: 9798950098048

Published by Bat House Press, 2026

About this Item

Paperback. Most CX advice assumes your job is to make customers feel something.But in the world of banking, the goal is very different: help customers finish something.Designing for Need introduces a sharp framework for modern financial services: separate WANT-to-do experiences from NEED-to-do ones-and stop borrowing playbooks from entertainment brands to solve task-based problems.With an engineer's eye for friction and a strategist's sense for prioritization, author and financial CX expert Derek Corcoran connects behavior, process, and digital design into a single practical mandate: reduce effort, accelerate completion, and build trust through clarity.Here, you'll learn a language leaders can align on, a way to diagnose where "delight" is backfiring, and principles that translate directly into simpler journeys-without relying on gimmicks, jargon, or performative CX.If you want a CX strategy your organization can actually execute-one that turns complexity into clarity and helps customers get in, get done, and get on with life-start here. Stop chasing empty delight and start prioritizing utility. This guide challenges financial leaders to ditch entertainment-style gimmicks in favor of streamlined, task-driven experiences that help users finish what they start. This item is printed on demand. Shipping may be from multiple locations in the US or from the UK, depending on stock availability.

Seller Inventory # 9798950098048

Bibliographic Details

• Title: Designing for Need (Paperback)
• Publisher: Bat House Press
• Publication Date: 2026
• Language: English
• ISBN 13: 9798950098048
• Binding: Paperback
• Condition: new

About this title

Synopsis

Most CX advice assumes your job is to make customers feel something.

But in the world of banking, the goal is very different: help customers finish something.

Designing for Need introduces a sharp framework for modern financial services: separate WANT-to-do experiences from NEED-to-do ones—and stop borrowing playbooks from entertainment brands to solve task-based problems.

With an engineer’s eye for friction and a strategist’s sense for prioritization, author and financial CX expert Derek Corcoran connects behavior, process, and digital design into a single practical mandate: reduce effort, accelerate completion, and build trust through clarity.

Here, you’ll learn a language leaders can align on, a way to diagnose where “delight” is backfiring, and principles that translate directly into simpler journeys—without relying on gimmicks, jargon, or performative CX.

If you want a CX strategy your organization can actually execute—one that turns complexity into clarity and helps customers get in, get done, and get on with life—start here.

About the Author

Derek Corcoran (the Fintech Fanboy) is a customer experience leader in banking. Derek has spoken at conferences across the US, Europe, Australia, and the Middle East, and has been featured in outlets such as Forbes, American Banker, Breaking Banks Podcast, The Financial Brand, and Fintech Insider. A trained mathematician, Derek brings an analytical, behavior-informed approach to reducing friction in digital journeys, improving experiences for global institutions including Citibank, HSBC, and regional banks and credit unions.Derek is an Irishman who spent almost two decades in Australia and now lives in Colorado with his wife and two sons, enjoying the skiing, fishing and biking the state has to offer.