KeyBank + UserTesting

KeyBank sought to better understand the real-world experience of clients. The organization's executives brought together a cross-functional team, including the ATM product managers and Key Design Studio, the company’s human-centered design practice. Together, they set out to improve the client experience starting with an ATM user experience study, powered by client interviews with UserTesting. 

The team also sent UserTesting’s test participants into KeyBank branches to use ATMs, and did the same for the bank’s competition. Once the KeyBank team gathered these insights, they ideated solutions to address the confusion regarding the denomination screen and the superfluous buttons on the sides of the machines. After prototyping and testing, the winner was a new product for the ATMs that physically covered the buttons with mirrors. These plates also provided the additional benefit of a rearview mirror for client security purposes.

According to Era Ziroe, SVP / Director of Client & Employee Experience, “We conducted testing in our branches for both the new fascia plates and new denomination screens using UserTesting. We took that feedback and continuously iterated until we achieved elegant and functional solutions.”

In less than two months, KeyBank implemented the new solution across their nationwide fleet of 40,000 ATMs and realized a 44% increase in NPS. This reinforced the value of human-centered design and was the spark plug for additional design thinking efforts across the bank.