New touch screen ATM software was rolled out to an ATM fleet with legacy hardware. Customers, used to a physical button navigation, struggled with the new experience. Client satisfaction scores plummeted, there was a spike in hardware issues such as system timeouts and erroneous card retention, and branch employees were spending significant amounts of time triaging client problems. An engagement with the Key Design Studio enabled a cross-functional team to identify opportunities to improve the customer experience and avoid the time (6-12 months) and investment ($12MM) required to replace the existing hardware.
Key@Work is a comprehensive, complimentary financial wellness benefit program that companies offer to employees. It provides a valuable pipeline of new clients to KeyBank and a way to expand existing relationships. However, sales and profitability were declining, and the sales model did not reflect recent changes in technology, channel usage or employee and client behaviors and needs. A Key Design Studio engagement helped the Key@Work team re-imagine the sales model and identify opportunities to improve effectiveness and adapt to changing client behaviors.
KeyBank’s online and mobile banking platforms are used by millions of clients but customer satisfaction was at an all-time low. Net Promoter Scores were in the low 20s, App Store ratings had plateaued at 2.2 and transaction volumes and channel usage were flat despite growth in the number of users. The Product and Engineering teams did not have UX or Product Design experience, skills, or tools. An engagement with the Key Design Studio embedded design resources into the squad and helped take the experience and performance from the bottom quartile to the top.
