Case Study: Wells Fargo improves digital banking experiences with UserTesting

Wells Fargo boosts App Store rating to 4.9 with UserTesting

Wells Fargo, a major American financial services company, needed to ensure its mobile app provided millions of customers with a successful, engaging, and beautiful experience for managing their finances. Their challenge was to design customer-focused solutions that were both functional and emotionally resonant. To achieve this, they leveraged the UserTesting platform to gather feedback from real people before launching new features.

By implementing UserTesting, Wells Fargo conducted tens of thousands of tests with participants to optimize money movement products and digital-to-in-branch experience flows. They developed quantifiable indices to track customer preferences and ground emotional design choices in business realities. This solution provided the necessary speed and scale to refine their products, resulting in a 4.9 App Store rating, over one billion annual user sessions, and a more than 20% increase in customer satisfaction (CSAT) scores.

Wells Fargo