Atom bank + UserTesting

Atom bank implemented a multi-pronged strategy, which included overseeing competitor research, post-purchase feedback, exit surveys, and usability testing. The bank introduced a ‘test early and often’ approach throughout the product development lifecycle by utilizing UserTesting to get direct feedback from existing and potential customers to validate the assumptions of business leaders. 

Coupled with Atom bank’s own customer data, insights captured through the UserTesting platform enabled the organization to establish metrics and benchmarks to compare new products against the products from competitors to ensure they always met and/or exceeded the customers’ expectations for new digital experiences. 

Prior to overseeing its digital transformation, Atom bank had relied on feedback from members of the organization’s Customer Panel. Managing this community consumed internal resources, and the bank struggled to collect and segment insights. With access to UserTesting’s panel of test participants, the Contributor Network, Atom bank now targets specific audiences and receives high-quality feedback throughout the product development process. 

Since embarking on the journey for digital transformation, Atom bank has put customer insight at the forefront of every department, with the bank now testing the majority of their digital prototypes with UserTesting. Customer insight now forms part of the agenda at core monthly committee meetings.

And customers notice the difference. Atom bank’s customer growth has skyrocketed by 96%, with the bank now boasting over 200,000 customers and nearly £6 billion in overall deposits. While the company was and is known for amazing customer service, Atom bank’s ratings increased to 4.8 out of 5 on all three of Trustpilot, the App Store, and the Google Play Store. Improving and maintaining the Trustpilot score is one of Atom’s key business objectives.