Skip to content

High Street Bank Strengthens Digital Strategy with User Experience Monitoring

Rapidly evolving digital engagement with customers is redefining this un-named High Street bank customers' digital strategy. Since 2010, mobile banking has surged 300% and branch transactions are down by nearly 30%, causing the bank to shutter 40% of its branch locations. Nearly 2 million monthly active users are executing 40 monthly transactions on average. Digital is now core to the business.

The bank adopted Perfecto’s turnkey Managed Monitoring Service which led to:

  • Close to immediate awareness of application failures.
  • Actionable data now anchors the bank’s virtual incident War Room meetings.
  • Dashboard integration that enabled the bank to leverage its existing dashboard and alert capabilities to deliver a seamless mobile extension.
  • Shared visibility between ops and business.

Read the Full Case Study (PDF)

The Challenge

Internal innovation and smart partnering with a technology vendor to host their mobile banking platform helped leap frog competition. However, executing a digitisation strategy in a fast-moving market created challenges for the bank. App outages generated an unprecedented volume of angry customers venting on social media, which fueled news coverage. Furthermore, data revealed that poor user experience was intensifying customer churn.

While much of the bank’s legacy systems were well within the monitoring coverage, the partially outsourced mobile banking platform created blind spots.

In order to “do the best they could”, the team staffed a social media desk as a surrogate monitoring team. They scanned posts to identify and trigger remediation efforts when customers started venting. Though reactive, it was better than nothing.

The Approach

The bank considered extending their existing web monitoring solution, but quickly realized it would only deliver partial visibility. Business and operations teams identified Perfecto’s synthetic monitoring as the only solution offering the required insights into the end user experience. In particular, the bank valued a solution using real devices rather than emulators and one that didn’t require any change to the app or access to any private user information.

Perfecto's device and app data was not available via any other source.After assessing its most important user flows, the bank decided to continuously monitor four transactions – login, statement, payment, and funds transfer – using Android and iOS devices.

The bank went with Perfecto’s turnkey Managed Mobile Monitoring Service. The value was clear -- fast implementation and continuous maintenance and refinement to reduce false alerts, plus the ability to extend the existing monitoring solution to mobile.

Impact

Within the first week of proactively monitoring the app, the bank gained complete visibility of the mobile app’s behavior in production. This led to:

  • Close to immediate awareness of application failures. On the day of deployment, the bank was getting alerts within two minutes of an incident. Early awareness jump-started triage efforts to isolate problems and minimize end user impact. There was once a delay of hours before realizing the slow slide to an outage, but now alerts were being triggered within minutes of any responsiveness lag.
     
  • Actionable data now anchors the bank’s virtual incident War Room meetings. Previously these meetings were marked by vague data. On several occasions, it was noted that “Perfecto’s device and app data was not available via any other source.” The ability to inspect key evidence such as actual transaction failure screen shots, response times by device, and network logs enabled teams to rapidly isolate incidents between server, outsourcer, delivery network and device/app side issues.
     
  • Dashboard integration that enabled the bank to leverage its existing dashboard and alert capabilities to deliver a seamless mobile extension.
     
  • Shared visibility between ops and business. While it’s customary for monitoring data to be displayed on flat panel displays in operations centers, real time transactions were also seen on hallway dashboards in the product area, helping promote the shift to a DevOps culture.

Featured Agents of Perfection

Five out of 5 US Carriers use Perfecto. Thousands of companies worldwide trust their apps to Perfecto. Here are some of their stories.

Healthcare Giant Accelerates Mobile Test Automation

Read Case Study

Case Study

Learn About Virgin Media's Mobile Quality Transformation

Replay

On-demand Webinar

Paychex Delivers Test Automation and Agile Development

Read Case Study

Case Study

The Journey to DevOps (featuring Rabobank)

Replay

On-demand Webinar

Get the Secret Recipe for Creating a Four Star Mobile App (featuring Discover)

Replay

On-demand Webinar

Benefit

  1. Perfecto’s Managed User Experience Monitoring service typically generates alerts within two minutes of production incidents. The virtual War Room has significantly accelerated resolving app issues, in part by leveraging Perfecto’s unique data that includes network logs and screenshots indicating points of failure. Resolving incidents quicker shrinks user impact, customer complaints and negative media coverage.
     
  2. The level of trust in alerts significantly rose, as less than 1% proved to be false. Alert fatigue – a common problem with other monitoring systems – was no longer a problem. The Digital Product Manager stated, “Every time the War Room is activated everyone realized they had the opportunity to help protect the brand experience.”
     
  3. The bank transformed the social media team’s role from reactively responding to angry posts to proactively communicating incident status to customers.
     
  4. The bank’s application owner, as well as the operations manager, were promoted and recognized for their ability to make significant impact on the brand’s image in the market.

We'd Love To Show You

Interested in learning how Perfecto will empower your enterprise app development Team?

Request A Demo
Feedback