Optimierung Customer Journey Bank

Sparda Bank

Higher completion rates when applying bank accounts

Challenge

The Sparda Bank wants to ensure that many more customers who sign up online for a checking account, actually complete the application process.

Approach

With a UX assessment by experts concrete optimizations are worked out. In the future, media breaks will be avoided and the case-closing processing will be completely online (e.g. by video legitimation). The duration of opening an account can be reduced from several days to about 10 minutes.

Outcome

Wording and design of the online process can be greatly simplified, reducing the bounce rate significantly. When a potential new customer does not finish the registration for the checking account anyway, a check in at the nearest branch is recommended to him. At the branch a fully informed contact person waits for him or her.

Sprint-project with 2 weeks runtime
Comparison with 7 other banks
22 concrete improvements