When we were interviewing potential partners for this engagement, we wanted somebody that thought like we did. Comrade was exactly that partner – with the ability to be flexible and agile, and also to be centrally focused on the user experience and the customer experience.
Matthew Macomber
Executive Vice President, Internet Banking Channel, Bank of the West
About Bank of the West
With more than 700 retail and commercial banking branches in 19 states, Bank of the West is the fifth largest bank in California, and one of the top 25 commercial banks in the United States.
The Challenge
Increase sales and improve customer service online while building the Bank of the West brand.
Our Approach
We engaged all stakeholders connected to the Bank to ensure that each had a voice in the process. We audited the entire user experience. We researched and compiled information on the Bank of the West customers and their online practices to inform detailed personas that drove the online strategy.
The Solution
Overhaul personal, small business and commercial public website from the ground up. Create a measurable digital marketing strategy including social media, online account opening, SEO, and interactive demos for key products and features.
Collaborate with multiple partners on designing a usable online banking platform and mobile applications.
The Result
Through improved site usability and effective product merchandising, Bank of the West looks forward to improving customer conversion rates on online account opening, and online banking enrollment.
