Digital Authentication Project
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.
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