USAA: Defining a Digital Experience
Name
MIT_CISRwp410_USAA_BeathRoss.pdf
Size
459.97 KB
Format
Adobe PDF
Checksum (MD5)
23fd94eb1263f811e09e3ceb6d9e01a1
Author(s)
Beath, Cynthia M.
Ross, Jeanne W.
Date Issued
April 22, 2016
Publisher
Cambridge, Mass.: Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology
Citation
Beath, Cynthia M. and Jeanne W. Ross. “USAA: Defining a Digital Experience.” Working paper 410, Center for Information Systems Research, Sloan School of Management, Massachusetts Institute of Technology, 2016. https://dspace.mit.edu/handle/1721.1/175361.
Series/Report no.
MIT Sloan School of Management Working Paper 5222-16
CISR Working Paper 410
Abstract
This vignette describes how USAA redesigned organizational structures, innovation processes, and systems to introduce a steady stream of digital innovations for an extraordinary member experience. This is one of a series of vignettes written for the MIT CISR research on Designing Digital Organizations. Vignettes are also available on Kaiser Permanente, Ferrovial, The Schindler Group, The Principal Financial Group, and Schneider Electric. An in-depth report that discusses the aggregate research results was published in March 2016, Designing Digital Organizations by J.W. Ross, I.M. Sebastian, C.M. Beath, S. Scantlebury, M. Mocker, N.O. Fonstad, M. Kagan, K. Moloney, S.G. Krusell, and the Technology Advantage Practice of The Boston Consulting Group. Case studies from the research on The LEGO Group and Toyota Motor Corporation are also available. A list of publications from the research is provided at the end of this document.
Subjects
Organizational Structure and Agility
Business Agility
Digital Innovation
Terms of Use
© Authors. All Rights Reserved. No additional permission needed for educational uses.
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