Creativity Isn't Taught, It's Unleashed
Businesses are starting to embrace this, Kelley said, noting that Adobe performed a "State of Create" global survey of creativity at work. It found 80% of people think unlocking creativity is critical to economic growth. Next question: do you live up to your creative potential? Only 25% said yes. Kelley says the question for companies everywhere is: how might we unlock the creative potential/creative confidence of the other 75%?
How to Unlock Employees
"He started with empathy, blended humanity, and ended up with an industry-changing product," Kelley said. For credit unions, he suggested the CEO get out from his/her desk to use observation and asking questions to discover what confuses, frightens or frustrates members. "The members will not give it up right away, you will have to keep asking. The first question will just get a standard answer. Members do not always express themselves. If you can anticipate needs and solve problems, your members will remember."
Credit Union Innovation Project
Samantha Paxson, chief marketing officer for CO-OP Financial Services, said the company has partnered with IDEO, funded by a donation from MasterCard, to create the Credit Union Innovation Project. She described it as, "An immersive fellowship program for credit unions." It is in beta testing now with four representatives from CUs and two people from CO-OP.
Jason Rissman, director of think tank Open IDEO, said the idea is to build a community to solve complex problems that cannot be solved by one person. "Innovation is not just technology, it is a mindset," said Rissman. "The differentiator for credit unions is their proximity to the community. The community is the killer app."
We Fear Change
CO-OP also announced it is going to be a "Chair of Excellence" sponsor along with Filene Research Institute. There will be a four-year sponsorship of a university professorship with an institution TBD this is expected to help credit unions master the technology they need. Also, CO-OP is creating a proof of concept payment app.
'Compassionate Communication' for Conflict Resolution
According to Hess, money is not a universal need, it is a strategy to meet a need. "That need might be security, stability or freedom, but money is always a strategy." Credit union members tend to worry about accessibility, affordability, fraud and literacy. If someone says, "My account got hacked and now I don't trust you," it presents a challenging problem to solve because it is out of the credit union's control. "You will need to come up with new strategies for meeting this person's need for trust because the previous method failed. This person needs compassion, guidance and comfort. Ask questions, allowing the person to feel heard and understood, to matter."
Merging Capitalism with Idealism
"The story is the reality," Schorr said. "Credit unions need to use their story to overcome being the best kept secret. The community is the brand, is the impact."