Taking a Business from Digital Laggard to Leader

KeyBank’s online and mobile banking platforms were at all-time lows.

Transactions and usage were flat, Net Promoter (NPS) scores were in the 20s, and the App Store rating was 2.2. Virtually all digital benchmarks placed Key in the 4th quartile competitively.

The first step to improving performance was the establishment of a new digital product function and partnering with technology to roll-out agile scrum development and delivery; the Bank’s first large-scale agile deployment. This enabled rapid digitization including the development and release of 25+ new digital products and services, adding 6 new customer segments to the platform, and new capabilities for sales and leads. The online and mobile experiences were re-designed based on user-feedback and then re-built using a new Enterprise Design System with re-usable, accessible components and micro-services. New capabilities for web analytics, customer listening, and emotive analytics were added.

All these changes helped generate millions in incremental revenue, drive double digit growth in customer adoption, and increase product usage by as much as 150%. Delivery releases and speed-to-market increased by 600%, NPS and App Store ratings hit all-time highs, and the re-designed Online Banking received the first J.D.Power award in Bank history.