Digital Banking: Is your app hitting the right notes with your customers?

As inflation continues to put a squeeze on living standards and banks retreat from the high street, connecting with consumers is more important than ever. Whilst many consumers are making difficult and stressful decisions to manage their finances, a positive experience and brand associations are vital to customer retention.

Competition and Markets Authority data from Ipsos demonstrates that a strong branch experience correlates highly with higher perceived overall service quality, and despite the common assumption that in branch services are only desirable to older customers, Financial Research Survey data demonstrates that being able to access services in branch is also important to younger people.

However, given that digital-only banks outcompete all the traditional brands in overall service quality (as well as online and mobile banking experiences), and a well-designed experience can build positive brand associations, what can traditional banks learn about improving the online user experience?

We probe into a user’s motivations and concerns when interacting with your app. With this context, designers can create the ideal solution for the real people on the other side of the screen, accommodating for factors like their digital confidence in a way that benefits all your users.