Schwab’s Approach to Managing Change

Jared Spool

December 27th, 2006

Doug Murray shared this interesting story on how Schwab has designed for change: has done a pretty good job of managing change on their site. They announced the pending change on the “positions” page months before they made the change, complete with a link to see the new page (not a screen shot, but an actual page with your stocks). Now, months after the change, they still have a link back to the old page.

The changeover was done in the light of day, not overnight. It was introduced and explained, and users had plenty of time to get used to it. Personally, I love the new page and always went right to the new version after it was introduced. But, I guess some aren’t as receptive to change when it comes to their finances. Schwab accounted for the receptive and the reticent in the change.

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