Wells Fargo's mobile banking redesign includes biometrics, tracks customer insights

'Customers are more sophisticated,' banking exec says

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Input from Wells Fargo's commercial banking customers has been vital in steering a massive mobile banking redesign project, according to a bank executive.

"Customers are getting more sophisticated about what works" in mobile banking, said Secil Watson, executive vice president of wholesale Internet solutions at Wells Fargo, one of the largest banks in the world, with $1.7 trillion in assets. "Customers are filled will insights. The art of [getting those insights] is how we ask them questions."

Watson said in an interview that it has helped to reach out to end users early in the redesign process, which has been conducted in stages in recent years for various apps in the bank's Commercial Electronic Office (CEO) portal. There have been 60 updates since 2000.

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