KeyBank’s Co-Owner and Beneficiary Experience

Adding co-owners and beneficiaries is a critical part of banking, but KeyBank didn’t have a way to add account relationships digitally. Working with a team of designers and researchers, I helped design content around a digital experience that would let users add other users to their bank accounts.

It began with a relationships hub where users could fill out a simple form to add a co-owner or beneficiary.

This would trigger an email to the added user, who would embark on their own flow to add their information, and if required, have an online meeting with a notary to sign relevant documents.

Existing users could track application progress in their relationships hub, allowing them to perform the whole process digitally with no need to enter a branch. 

Launch of the new experience was immediately successful. Within the first two months, nearly 2,000 users requested co-owners, and nearly 200 requested beneficiaries, with a less than 1% error rate.