Case Study: UK Bank improves digital account opening with Glassbox

UK Bank Fixes Form Error to Improve the Account Opening Journey

UK Bank, one of the UK’s largest retail banks, was struggling with low conversion rates in its online account opening journey. Despite using web analytics tools, the bank couldn’t identify why some customers were being ejected after clicking “Submit” and receiving no visible error message.

Using Glassbox’s digital experience analytics platform, powered by AWS, the bank was able to record, visualize, and analyze every digital journey across web and mobile, uncovering that the issue was caused by special characters in customers’ names triggering a back-end error. With Glassbox, the bank now analyzes about 800 million digital sessions per month, reduced time to diagnose user struggles from one week to 10 minutes, and saw a 4% decrease in customer login issues.