Case Study

Case Study: BBVA Drives Online Banking Use With Game Mechanics

August 12th, 2013
SW
Stephen Walker
With contributors:
Benjamin Ensor , Rebecca Katz

Summary

BBVA wanted to increase customer understanding and use of online banking. By employing a range of game mechanics — challenges, prizes, and leadership boards — the bank's digital marketing team has delivered remarkable results. Compared with non-game customers, BBVA Game users spend more time on-site, conduct more online transactions, buy more products, and report higher overall satisfaction. In recognition, BBVA's senior management voted Game the bank's Biggest Business Impact project of the year. Read this report to understand how game mechanics can drive use of digital services at your institution.

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