Case Study: First National Bank of Omaha achieves 3,000+ new accounts and a smooth self‑onboarding launch with Medallia Digital Experience Analytics

First National Bank of Omaha Decibel Enables Launch of First Customer Self-Onboarding Platform

First National Bank of Omaha (FNBO), the largest privately held bank in the U.S., set out to launch its first customer self-onboarding platform to let visitors instantly open checking and savings accounts. FNBO’s goals were a bug-free release, rapid identification of UX friction post-launch, and exceptional customer service; to achieve this it engaged Decibel and its experience analytics/session replay capabilities during QA and production.

Decibel was used pre-launch to watch live sessions and uncover more than a dozen bugs, and post-launch to replay customer journeys that revealed UI issues (for example, users clicking an image 15–18 times) and intermittent third‑party integration failures. FNBO now uses Decibel to support customer service (aiding about 10% of calls), to drive UX fixes, and to validate improvements — contributing to 3,000+ new accounts opened with 75% net new customers.

First National Bank of Omaha

Tyler Cooper

Product Owner of Enterprise Digital Solutions