Designing Digital Channels for the Optimal User Experience posted 05/05/2017
Featuring: Robin Cusimano, Vice President, Digital Initiatives and Standards, Wells Fargo; and Chris Fritz, SVP, Head of Digital Solutions, SunTrust
The digital banking channels at the bank account for more than half of the touches to the bank for small businesses and over two thirds of the touches among middle market customers. The frequency of business customer touches to digital channels makes it critical for financial institutions to ensure that their digital channels meet the needs of their customers. Financial institutions are challenged with providing digital features and functionalities that help their customers become more efficient as well as providing solutions that are user-friendly, intuitive and simple to use which requires continuous improvement. The redesign of digital channels is not a new phenomenon, nor is it a one-time event; rather, it is an ongoing activity as banks continually strive to provide the best user experience to their customers.
Join Barlow Research on Friday, May 5th, 2017 as we discuss:
- The importance of redesigning the bank’s digital channels
- How Wells Fargo and SunTrust utilized customer feedback to drive their redesign
- How the redesign process was managed and rolled out
This discussion is designed for anyone involved in digital business banking, market research, developers, competitive intelligence, product management and line of business strategy, business marketing and advertising.