Financial Wellness Review
Our bankers are encouraged to go through a Financial Wellness Review with KeyBank clients and prospects to provide a combination of financial wellness and product recommendations. After a combination of banker focus groups and interviews with both bankers and clients, the Studio redesigned the Financial Wellness Review emphasizing a user-centric experience.
To make the process easier for our bankers and clients. We also wanted to increase the likelihood that a client will bank exclusively with Key through a process of cross-selling and deepening of client relationships.
Misalignment within stakeholders, some of which already had a solution in mind. And, ultimately, there was a lack of clear metrics established up-front.