How Santander succeeds with qualitative conversion optimisation

How do you stay in tune to great expectations every release?

As a leading consumer finance supplier in Finland, most of Santander’s sales are conducted online. But there was a problem: large amounts of customers were dropping out during their online loan application process. This new process needed to work better for customers if the bank was to meet its goal of creating a best-in-class online application flow and decreasing their drop-off rate.

 

Business Objective

 

Santander wanted to get early customer reactions to discover any potential weaknesses in their proposed solution. Santander was experienced with conducting usability tests, but this time they wanted some additional help in conducting more comprehensive user research.

 

Solution

 

The primary study identified a few highly critical issues that Santander was able to quickly address. After another round of iteration, the updated application was then presented to a new round of participants. For the second study, UserTribe recruited a sample of non-Santander customers to get a fresh perspective on the process.

 

Result

 

Santander plans to conduct more usability research as new features are added. More than anything, the bank has developed a new way of working that more closely incorporates customer feedback. “Your process made usability testing quite easy for us,” explains Usko. “Before, there was a lot of hassle in conducting user research, but your process and approach were much more useful and easier for us.”

Do you want to hear more?
Contact VP of Business Development
Michael Mortensen
+45 77 34 86 85 or mim@usertribe.com

Copyright © 2020 UserTribe
Built with love in Copenhagen
All rights reserved.

 

Langebrogade 4
1411 Copenhagen
Denmark

 

77 Exeter Street 2604
02116 Boston, MA
USA

 

41 Luke Street
EC2A 4DP Shoreditch London
United Kingdom

 

Phone: +45 7734 8685
CVR no. 33510608

COMPANY

About Us
Press
FAQ

GET TO KNOW US

Book a demo
Business Inquiry