What you'll learn
1. Customer perspectives on real-world, in-store bank branch experiences
2. If customers can successfully complete banking tasks—and if the usability and accessibility match their expectations
3. Customer perspectives on various bank communications, including messaging, email engagement, and more
4. How customers evaluate banking services landing pages for clarity and efficacy
To no surprise, digital preferences for retail banking have been seeing an uptick. As of 2022, 203 million American consumers use digital banking. Meanwhile, up to 25% of consumers have said they’d prefer to open an online bank account but don’t have the option at their current bank. As banks prepare for digital mediums to become the default channel, data on customer behavior may not always explain the why behind customer trends and preferences.
To mitigate this and bolster customer retention while increasing digital adoption, retail banks must place customers at the forefront by prioritizing their sentiments and experiences at every touchpoint of their banking journey. Instead of relying solely on analytics dashboards, enhance your data with the power of your customers’ perspectives to shape communications, products, and services—using the UserTesting platform.
Whether you’re a part of the design, marketing, product, or CX department in the retail banking space, these retail banking experiences templates help you better predict banking customers’ needs and drive innovation.
To get ahead (and stay ahead) of points of friction and prioritize customer empathy, test early and often. These templates are especially beneficial early in the planning process, before too much time and budget is invested, ensuring new concepts and communications can be validated with a high degree of confidence in your teams’ goals and decision-making. Teams across your organization can leverage these templates to evaluate in-branch experiences, conduct early-stage discovery, test prototypes, compare marketing messaging, and even get feedback on your competition.
Hear from our customers
T. Rowe Price is an investment management firm that serves those around the globe to help customers achieve their long-term financial goals. Upon launching a new process for creating an online investment account, they found a 37% drop-off rate on the first step after visitors opened the webpage—placing customer loyalty and the business at risk.
Time was of the essence, and T. Rowe Price’s teams knew they didn’t have time for traditional, in-lab research that could take weeks to finish. Turning to the UserTesting platform for its quick turnaround time, the teams launched unmoderated tests to pinpoint the root cause of the drop-off rate. The user feedback was clear—users wanted more information about the investment account before providing their personal information.
Almost instantly after addressing the user recommendations, the 37% drop-off rate was closed, proving that both UserTesting and unmoderated testing were the right choice for solving this pain point—and solidifying the platform and test type’s utility for future planning and development.
Use case guidebook: testing financial services experiences
Financial services organizations are in a unique position to inspire customer loyalty and trust through thoughtful messaging, design, and product innovation. But none of that can happen without regular customer insight. Download this guide to find common use cases and stories of how our financial services customers—from UX, product management, marketing teams and beyond—have leveraged the UserTesting platform to gather fast and relevant insights
Now that you know how to use this template to fit your needs, dive into the resources below to learn how teams across your organization can rely on human insight to create successful, customer-centric products and experiences.