With both subscription products and consulting services, we help financial services brands improve the customer experience, by showing them what other banks and providers are doing online, globally – often beyond the login.
We analyse our findings to highlight best practice, benchmark our clients against their competitors, and recommend improvements.
Clients use our insights on user journeys to make improvements, spot opportunities, inform long-term strategies and ultimately win, retain and delight customers.
Trust Us for Expert Consulting on the Digital Banking Customer Experience
Huge range of live bank accounts (200 globally)
Objective & repeatable methodologies
Insightful, action-focused research
ACQUIRE – Onboard Customers Digitally
Find new revenue streams by onboarding customers digitally in the most efficient way.
Most banking organisations don’t support end-to-end digital account opening, resulting in 70%‑90% abandonment rates (Financial Brand). We help you increase acquisition rates with better digital product discovery and onboarding processes. Improve conversion rates in your online channels, and cross-sell effectively once people are using your tools.
We help those leading channel and product teams at top retail banks understand the opportunities, through consulting projects such as:
ENGAGE – Drive Digital Adoption
70% of Britons still say it is important to have a branch close to them and 33% don’t trust a bank without branches (BBA). Meanwhile, banks are looking to make savings but encouraging customers to use online channels.
Provide a more efficient service, cut costs, and better track customer engagement by moving customers into digital channels. By showing banks the hygiene factors in digital banking, we help them make mobile and desktop banking the channels of preference.
Our Consulting case studies include:
DELIGHT – Build Sticky Loyalty
About one-third of consumers globally said they would be more likely to switch their primary bank if it were easier to do so, and 55% of millennials prefer to use FinTech firms over banks for certain payment activities (EY).
We help retail banks meet rising expectations, improve customer satisfaction and increase retention rates and lifetime value by making your digital channels excellent. Create an emotional connection with your customer that boosts retention and referral rates.
Whether you lead a product, channel or UX team, we help retail banks meet rising expectations, improve customer satisfaction and increase lifetime value by making your digital channels excellent.
INNOVATE – Maximise Innovation Opportunities
85.5% of millennials globally said they were dissatisfied with the mobile banking provision of traditional financial services providers (PaymentEye).
Identify emerging opportunities presented by changes in technology, regulation, evolving markets and emerging trends. Bypass the new entrants and so-called ‘challengers’ with award-winning and market-leading digital experiences, with research from Mapa highlighting where the biggest opportunities are. Challenge your thinking, inspire your digital and product teams, and future-proof your customer offering.
Mapa can show both incumbent and new banks what the competitive landscape looks like – and where the opportunities are to steal the march and lead the market. Consulting case studies include:
How Mapa Consulting Works