Banking apps often don‘t feel easy to use. But what are the problems customers have? Through interviews & social media research we identified different categories of challenges we wanted to focus on: transparency, personalisation, self service, convenience.
- How can we make future and past transactions more transparent to the customers?
- How can we improve self-service so that customers save time by not having to call the helpline or visit a branch?
- How can we simplify the experience?