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UX of Banking

All 9 chapters of the UX of Banking, in one place.

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Payments: slow and shallow experiences

Payments: slow and shallow experiencesPreview this content

Deconstructing the notion that these banks have feature parity in 2023.

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The hidden complexity of bank cards

The hidden complexity of bank cardsPreview this content

Historically, bank cards were relatively simple rectangles of plastic. But not any more.

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900 days of progress

900 days of progressPreview this content

A unique opportunity to revisit these 12 banks, re-benchmark them, and highlight what 900 days of progress looks like.

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Customer support

Customer supportPreview this content

There are some clear winners and losers here. But overall, the user experience of customer support is desperate for some innovation.

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Open Banking

Open BankingPreview this content

Although the challenger banks were considerably faster, all of the banks could improve the experience of using Open Banking.

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Making an international payment

Making an international paymentPreview this content

Quite clearly, if you want to make international payments frequently you have to use a challenger bank, or Barclays.

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Freezing my card

Freezing my cardPreview this content

Whilst the challenger banks have made this feature more accessible, they had a poor overall experience. Barclays was considerably better.

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Making my first payment

Making my first paymentPreview this content

With a few exceptions, there wasnt a huge variance in the amount of effort, or time taken to send a payment from any of the banks.

Opening 12 bank accounts

Opening 12 bank accounts

The challenger banks were significantly quicker (in days) and required less effort (in clicks) to get an active account.