Making sense of messy customer data to redesign new banking portal
Collecting, combining, cleaning and categorising data from 70 million unique customers – ranging from small businesses to large financial institutions – is a painstaking and expensive process. But for a Tableau-powered team at Wells Fargo, the insurmountable project turned into a feasible goal for a small crew of “data nerds”.
It all started when Wells Fargo needed to understand user behaviour on their previous banking portal. The team dug into data for answers that would help them optimise their redesign. They had plenty of data from their highly diverse customer base, but “quickly found out this data was a complete mess”, said Brian Mooneyham, VP, Customer Insights & Analytics.
They soon realised they needed more minds to sort through all this data to find meaning and make impact. But rather than expanding the team just for this project, they turned to Tableau, which kept the team nimble and able to make complex decisions fast – without the guesswork. They were able to focus on analysing data that told the collective story of their customers, and ultimately achieved desired results for their new banking portal.