Online and mobile channels continue to grow in importance. But how do you know if your digital channels are effective? Asking your employees, vendors, or even customers can lead to incorrect assumptions. Those sources, while valuable, can be biased and/or unaware of industry best practices.

What you need is an unbiased, third-party review of your digital banking strengths and weaknesses along with recommendations on how to move it to the next level. That’s our specialty. Our actionable insights provide your team with the information they need to improve the overall customer experience. Generally, financial institutions that follow our best practice guidelines tend to have increased conversion rates, higher engagement rates, and a more loyal customer base.

We analyze your website, mobile application(s) and digital banking program in detail, then provide a prioritized report and action plan for a fraction of the cost of doing the work yourself. Each analysis is custom-tailored to your needs. But typically, we look at the following areas:

Each area is analyzed in detail and rated for customer experience effectiveness. Areas for improvement are highlighted and prioritized. The action plan includes thorough explanations on how to optimize the experience along with numerous examples from other financial institutions. Each area is compared and scored against our proprietary customer experience framework which includes more than 400+ best-practice guidelines. Typically, the complete analysis is more than 100 pages in length, with a six-to-eight-page executive summary conveniently loaded into a Powerpoint slideshow.

We also perform usability analysis on smaller subsets of your digital offering. Here are some of the more focused projects we’ve done: