Case Study: KeyBank improves ATM client experience with UserTesting

How KeyBank leveraged human insight to upgrade their ATMs and increase net promoter scores by 44%

KeyBank wanted a clearer view of the real-world client experience and began with an ATM user experience study using UserTesting. Working with ATM product managers and Key Design Studio, the bank used client interviews and in-branch testing to uncover confusion around the denomination screen and unused side buttons on its ATMs.

With UserTesting, KeyBank prototyped and tested new fascia plates and redesigned denomination screens, iterating until the solution was both elegant and functional. The final ATM plates physically covered the side buttons and also added a rearview mirror for client security, improving usability and safety through continuous testing and refinement.

KeyBank

Martin Davidson

Director, Key Design Studio