The digital banking customer experience improved dramatically in the 23 years since the launch of the first internet-only bank, Security First Network Bank. While its lobby metaphor was creative, it was a clunky experience back in the dial-up Internet days.
These days, banks and credit unions have beautiful responsive websites with a clear path to the login button, prominent search, and a row of intuitive navigation labels across the top. But unfortunately, when customers log in to secure digital banking the user experience often drops dramatically.
Here are seven common digital banking UX failures and what you can do about them.
1. Fostering Financial Insecurity
Problem: For more than two decades, the biggest reason for not adopting digital banking? Security. Or rather “the perception of security” since few customers have the wherewithal to evaluate actual security. We should also include privacy in this discussion because it is often used interchangeably.continue reading »