Can your bank improve customer satisfaction and build loyalty through better authentication methods?

Situation: Our client was looking to improve their customer journeys around authentication and login processes.

Project: We showed our client how non-banking companies register brand new customers, the login after initial registration, and how customers reset PINs/passwords and obtain forgotten credentials through digital channels (browser and mobile app). Mapa reviewed the best-in-class non-banking examples of online authentication journeys, alongside answering the following questions:

1.What are the registration and authentication customer journeys for non-banking firms?

2.What innovative features exist to improve the user experience?

3.What is being done to improve navigation and the design of these customer journeys?

Results: Our client was able to enhance its authentication methods, with an understanding not only of best practice in financial services, but across other industries.

For more on Mapa’s consulting capabilities, visit our consulting page.