Martha Lucía Férez Blando | Managing Principal, Capco

Financial institutions face increasing challenges in designing effective and sustainable adoption strategies for new products and services. In a rapidly evolving digital and regulatory landscape, many firms rely heavily on short-term adoption metrics, often overlooking the underlying behavioral factors that drive long-term customer engagement. 

This paper demonstrates how behavioral science, particularly choice of architecture, can help financial services firms structure adoption strategy decisions in a way that supports both immediate business goals and long-term customer relationships.

A key obstacle to effective adoption strategies is the presence of cognitive biases in decision making. Firms often rely on familiar habits and short-term gains while overlooking strategic trade-offs that could lead to more sustainable growth. This research introduces a structured decision-making approach that helps broaden strategic thinking by addressing biases, such as narrow framing, availability bias, and present bias. By applying this approach, financial institutions can design more customer-centric, commercially viable, and resilient adoption strategies.

This framework is particularly valuable for firms looking to strengthen decision-making processes, reduce behavioral risks, and optimize adoption strategies to drive lasting customer value.