Case Study: Transforming In-Branch Banking with Self-Service Kiosks

Client: Wells Fargo Bank

Industry: Financial Services

Project: Secure In-Branch Online Banking Kiosk Development

Scope: San Francisco Pilot → Nationwide Rollout

The Challenge: Shifting Transactions to Digital Channels

Wells Fargo aimed to increase adoption of its WellsFargo.com self-service platform for routine transactions such as balance checks and fund transfers. By moving these interactions away from teller lines, the bank sought to:

• Improve branch efficiency

• Enhance customer satisfaction

• Reduce operational overhead

To accomplish this, Wells Fargo planned to install secure online banking kiosks within branch lobbies. However, the project brought several technical and operational challenges:

• Ensuring secure login and transaction completion on shared devices

• Maintaining data privacy in a public, in-branch environment

• Delivering real-time usage analytics for performance tracking and customer insights

  
  

The Solution: A Secure, Scalable Kiosk Platform Built by Langtech

Langtech was selected to design, build, and manage the first kiosk pilot at a flagship San Francisco branch. The project involved close collaboration with Wells Fargo’s security, compliance, and operations teams.

Key Deliverables:

• Secure Authentication Langtech developed a custom login system that met Wells Fargo’s strict security protocols, ensuring that each user session was encrypted, isolated, and secure.

• Optimized User Interface The kiosk interface was tailored for quick, intuitive navigation—mirroring the WellsFargo.com experience but optimized for touchscreen usability in high-traffic branch environments.

• Centralized Management & Analytics A custom backend was developed to monitor kiosk usage in real time, track technical performance, and deliver branch-level and national reports for continuous optimization.

  
  

Results: From Pilot to Nationwide Rollout

The San Francisco pilot exceeded expectations, leading to:

• A measurable increase in self-service transactions

• Reduced customer wait times at teller stations

• Positive user feedback regarding kiosk convenience and usability

Based on this success, Wells Fargo awarded Langtech the contract to expand the kiosk platform to thousands of branches nationwide.

Project Highlights:

• Nationwide Deployment: Seamlessly scaled from a local pilot to a coast-to-coast rollout.

• Zero Security Incidents: The solution met or exceeded corporate and regulatory security requirements throughout.

• Actionable Analytics: Custom dashboards gave leadership deep insight into customer usage patterns and emerging trends.

  
  

The Impact: Modernizing the In-Branch Experience

By partnering with Langtech, Wells Fargo was able to:

• Reduce in-branch transaction times

• Lower staffing and operational costs

• Boost customer engagement with convenient, easy-to-use digital tools

  
  

Langtech’s solution helped bridge the gap between physical branch presence and digital banking adoption, giving Wells Fargo a competitive edge in customer service and operational efficiency.

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Looking to modernize your in-branch or retail experience? Langtech develops secure, scalable, and user-friendly platforms tailored to enterprise needs. Contact us to explore how we can support your digital transformation journey.