Optimising the customer experience for bank account journeys

Opening a bank account
We conducted an online study to help our client understand improve the customer experience, and update their capabilities roadmap.


Our client wanted to transform its “customer buy experience” strategy by developing innovative digital experiences that would empower customers to easily acquire the financial products they needed.


We conducted an online discrete choice study among consumer and small & medium-sized business customers and prospects. This covered three product types (checking account, mortgage, pairing with a financial advisor).


For each product type, we determined which features and capabilities make the experience more or less desirable, and how each should be optimised.


Results were used to validate and support the capabilities roadmap, as the digital and innovation teams roll out and continue to develop AI/chatbot capabilities, build out biometric authentication, and use blockchain technology for secure information sharing.

Get in touch
Related solutions
Optimise the innovation lifecycle, and deliver a competitive advantage.