Secil Watson Tells Jesse James Garrett About Experience Design at Wells Fargo
http://www.adaptivepath.com/ideas/essays/archives/000917.php

Watson, Secil and Jesse James Garrett
Adaptive Path
2008

Abstract:

When I joined the company, they were making the transition from being an online servicing group, where people could access their accounts and check their balances, to one where they could start a relationship with their customers, through selling anything from checking accounts to brokerage accounts to services on those accounts.