Financial services resources

Start here to explore our curated resources for insurance, banking, and financial services experiences, including use cases, guides, best practices, expert advice, test templates, podcasts, and webinars.

Use cases for banking and financial services experiences

Onboarding is crucial in the financial services space, as customers provide sensitive information and expect security and privacy. Users are either clicks away from trusting and successfully adopting your product—or giving up and looking to competitors for a better experience. Check out this blog post to learn how top financial services organizations are setting the standard for onboarding experiences.

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Today’s consumers expect access to their finances anytime, anywhere, across all their devices. If customers struggle to complete transactions or find key information while on the go, these negative experiences can quickly outweigh any positive experiences they’ve had in bank branches. Try our customer journey template to understand how customers interact with your product across all touchpoints and uncover areas for improvement and optimization.

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More so than any other industry, privacy and security are top priorities for financial services organizations. Consumers need to be certain that their money is safe and insured, and they want transparency around fees, fraud prevention, and what the institution does with the money. Try our data privacy template to ensure customers trust their financial data with your organization.

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From online advertisements to in-branch experiences to chatbot interactions, every touchpoint shapes the consumer’s opinion of your financial services brand. Positive experiences lead to greater loyalty, and negative experiences drive customers to competitors. Try our banking experiences template to gain a holistic view of how your customers perceive your institution.

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Webinars for financial services teams

Hear what today’s top financial services experts are saying in these live and on-demand sessions

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Webinar

Comparing the digital experience of the top 5 U.S. banks

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Webinar

UK banking: adapt, evolve, and transform digital experiences

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Webinar

Humanizing self-service banking with UserTesting

Pulse Reports

Pulse Report: Financial Services, Q4 2024

In this quarterly Pulse Report, learn more about the rising demand for streamlined digital banking services and the critical need to enhance security measures to address customer concerns about trust and privacy.

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Blog

Create great customer onboarding experiences

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Use case guidebook: testing financial services experiences
Report

Use case guidebook: testing financial services experiences

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Aline Thomé from Raiffeisen Bank International on the Insights Unlocked podcast
Podcast

A 2-step matrix for making customer insights more actionable

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Webinar

Comparing the digital experience of the top 5 U.S. banks

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UX Breakfast - Personnalisation émotionnelle de l’UX

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  • Usertesting customer story for Atom Bank

    Customer story

    Atom bank

    Read how the UK’s first digital-only bank used human insight to build better digital experiences and increase its App Store rating to 4.8
  • Image of a person sitting at a desk with a coffee mug, laptop, and cell phone

    Blog

    How top financial organizations boost ROI

    Gone are the days when the only option to deposit checks was to bring...
  • Retail Banking: Boost Your Customer Experience | Teaser Image

    Report

    Retail banking: boost your customer experience

    During the COVID-19 pandemic, traditional banks became keenly aware of the importance of customer...
  • Aline Thomé from Raiffeisen Bank International on the Insights Unlocked podcast

    Podcast

    A 2-step matrix for making customer insights more actionable

    In this week’s Insights Unlocked, we chat with Aline Thomé, a senior UX/UI designer at Raiffeisen Bank International about the challenges she faced introducing UX research to a large and established international organization, highlighting the importance of resilience.

  • Woman holding credit cart looking at laptop

    Blog

    Financial services usability testing

    ​Financial service organizations face unique challenges when conducting usability testing , from strict regulations...
  • Blog

    Create great customer onboarding experiences

    ​ What was the best onboarding experience you ever had? While this can depend...
  • Use case guidebook: testing financial services experiences

    Report

    Use case guidebook: testing financial services experiences

    Customer empathy, better products, and superior digital experiences. These are the expectations consumers have...
  • Blog

    How top financial services organizations create great experiences

    To uncover the best practices of retail banking customer experiences, we ran a competitor...
  • Blog

    5 tips for user testing at financial services companies

    We recently sat down for a chat with Maggie Young, a customer experience evangelist...
  • Customer Story Teaser Images. Images are used in the cards on the Customer Story Listing Page.

    Customer story

    Banco Sabadell

    Witness what happened after Banco Sabadell set the standard that all their digital experiences earn a QXscore™ of 85 before they go live
  • Blog

    How to modernize your banking experiences to deliver better CX

    If you think about what’s transforming businesses today, whether you’re in the banking space...
  • Leeyat Tessler from Capital One on the Insights Unlocked podcast

    Podcast

    From idea to prototype: a step-by-step process for innovative digital product design

    In this Insights Unlocked episode, Lija Hogan sits down with Leeyat Tessler of Capital One to discuss developing new digital products in an innovation lab.

Report

Comparing the digital experience of the top 5 US banks

Giving customers a great digital experience is a moving goalpost. Just when you think you've nailed it, the bar rises higher. That's why we asked 1,500 digital banking consumers to use the websites of the top five US banks, share their perspectives, and rate their experiences. Check out the report to see how the results show there's still room for improvement.

Report: Comparing the digital experience of the top 5 US banks

Customer success stories

Explore the power of human insight across financial services

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    Customer story

    Tesco Bank

    Learn how the UK retail bank understands customer behaviors, tests marketing materials, and developed their online claims process
  • Customer Story Teaser Images. Images are used in the cards on the Customer Story Listing Page.

    Customer story

    T. Rowe Price

    Witness how quick insights from UserTesting contributors helped T. Rowe Price solve a business-critical design problem
  • Customer Story Teaser Images. Images are used in the cards on the Customer Story Listing Page.

    Customer story

    Banco Sabadell

    Witness what happened after Banco Sabadell set the standard that all their digital experiences earn a QXscore™ of 85 before they go live
  • Customer Story Teaser Images. Images are used in the cards on the Customer Story Listing Page.

    Customer story

    Experian

    Discover how Experian gained valuable insights regarding their power users and end customers
  • Wise teaser

    Customer story

    Wise

    Check out how Wise relies on UserTesting to help over 10 million people and businesses manage their money across the world
  • ATB teaser

    Customer story

    ATB Financial

    Learn how ATB Financial rapidly innovates their platform with customers in mind
  • Customer Story Teaser Images. Images are used in the cards on the Customer Story Listing Page.

    Customer story

    TaxSlayer

    Watch how testing with customers helps TaxSlayer improve its software quickly.
  • Customer story

    Everypaw by Cardif Pinnacle

    Read how Everypaw pet insurance used human insight to refine a TV campaign that increased their market share
  • Keybank Customer Story assets

    Customer story

    KeyBank

    See how KeyBank leveraged human insight to upgrade their ATMs and increase net promoter scores by 44%

UserTesting Solutions

Differentiate financial services experiences with UserTesting

Leverage UserTesting's platform and services to create competitive financial services experiences that reduce costs, boost efficiencies, and drive customer loyalty, trust, and retention.

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Calculating and communicating the ROI of product design guide assets

Create great financial services customer experiences

Try a free test or contact us to discover how UserTesting can help your financial services team.