Consistency (and flexibility!) matters. Capitalize on what customers want, and gain loyalty and adoption

“Consistency is one of the most powerful usability principles: when things always behave the same, users don’t have to worry about what will happen.” – Jakob Nielsen

Online and mobile banking channels are standard today, but it takes more than that to compete for a customer’s loyalty.  This has many buzzing with the term ‘user experience’ – but does this phrase really matter? In a word, yes. It’s why most of the largest banks now have dedicated teams for customer experience transformation, reports McKinsey.

Consistency in banking is key, and a simple, easy to navigate user experience (UX) with a focus on the customer journey can truly differentiate one financial institution from the next. Users return to places they feel comfortable, and to efficient processes. From the moment a customer or member opens an app on a mobile device or computer, his journey begins — but that doesn’t mean it will end there. Oftentimes, the same transaction will start on one device and finish on another. Having the same look, feel, and functionality across all channels enables the user to complete the transaction quickly and without having to learn a new interface, or even use a different device for a supported feature. By seamlessly bringing user information into full play in every interaction, you win.


continue reading »