Case Study: Largest Banks In The United States achieves 37% lower abandonment and 54% more online account openings with RR Donnelley

Customer Journey Mapping Guides Account Opening Process

One of the largest Banks in the United States needed to address an abandonment rate as high as 90% in its online account opening process. To create a seamless, “digital first” customer experience, the bank partnered with RR Donnelley and its RRD Marketing Solutions team to redesign the account opening journey for deposits, credit cards, and loans across multiple affiliates.

RR Donnelley implemented an omnichannel, mobile-first account opening platform supported by customer journey mapping, research, interviews, wireframes, prototypes, and usability testing. The redesigned process delivered a 37% reduction in abandonment and a 54% increase in online account openings, helping improve customer experience while boosting revenue and reducing operational costs.