Case Study: Wells Fargo achieves better digital customer experiences with UserTesting

How Wells Fargo designs with beauty in mind to earn a 4.9 rating from customers on The App Store

Wells Fargo uses UserTesting to improve its digital and in-branch customer experiences, especially its app, money movement products, and appointment booking flows. The bank’s challenge is making each short app session engaging, beautiful, and successful for customers while also grounding design decisions in clear customer insight.

With UserTesting, Wells Fargo tested experiences with tens of thousands of participants and used surveys to evaluate animations, videos, and images. UserTesting helped the team build indices like the Content Appeal Index, Visual Appeal Index, and Joy Index, giving Wells Fargo quantifiable benchmarks to identify underperforming ideas early, guide stakeholders, and tie emotional feedback to business outcomes.

Wells Fargo

Sharon Meaney

Design Research & Strategy Specialist