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KeyBank Client Challenge - Home Page
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Using the top ideas/concepts we selected from our ideation, we created two potential solutions to solve KeyBank's problem.
Contacting Customers to Resolve Issues
KeyBank employees will review individual survey results. If a customer leaves an NPS less than 6 (detractors) or negative feedback about KeyBank's services in the survey...
...KeyBank will reach out to that customer either through phone calls, emails, or texts, depending on the customer's preference, to learn about the problem that customer is encountering.
After being connected to the customer, KeyBank will patiently listen to the customer's problems with an open mind and try to resolve their issues. They will then prevent future problems from happening by fixing what the customer complains about.
Personalizing the Digital Experience
Our second idea to solve KeyBank's problem would come as a change to the app and website. From our research, we know that customers desire a personalized banking experience. We also know that almost every person we spoke to who was under age 30 is a user of digital banking. Both apps and websites for banks have exploded in popularity in the past decade as nearly every banking function has been implemented into a digital interface. Depositing checks, transferring money, and reviewing statements can all be done in a breeze through bank websites and apps. Since this is clearly the future of banking, we want to make it the best it can possibly be. Users will be able to set up their banking preferences extremely easily on the site or app. They will tell the computer which channels they use, what they use them for, and how frequently they use them. From here, KeyBank's computer algorithms will be able to tailor the digital experience to the customer's preferences by making the interface personalized to their desires. This way, customers can easily complete the functions they regularly use. Additionally, a new problem resolution feature would be added to the digital experience. Customers would be able to submit a problem report detailing the issue they are having, and a KeyBank rep would take care of this for them.