What happens when you put IT developers using agile methods in the same workspace with business subject-matter experts and customer service representatives, and give them an isolated live production environment? For USAA, it created a faster way to go from idea to prototype to a new service for its insurance and banking customers. Dubbed Agile Labs,the process quickly turns ideas into new products that service representatives test on live calls with customers. The reps provide feedback that's used to improve the offerings.
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