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UX of Banking

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

Payments: slow and shallow experiences
UX of Banking
8 min read minute read

Payments: slow and shallow experiences

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

UX of BankingFinTechBanking
The hidden complexity of bank cards
UX of Banking
21 min read minute read

The hidden complexity of bank cards

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

UX of BankingFinTech
900 days of progress
UX of Banking
8 min read minute read

900 days of progress

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

UX of BankingFinTechBanking
Customer support
UX of Banking
11 min read minute read

Customer support

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

UX of BankingBankingFinTech
Open Banking
UX of Banking
12 min read minute read

Open Banking

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

UX of BankingBankingFinTech
Making an international payment
UX of Banking
14 min read minute read

Making an international payment

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

UX of BankingBankingFinTech
Freezing my card
UX of Banking
11 min read minute read

Freezing my card

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

UX of BankingBankingFinTech
Making my first payment
UX of Banking
14 min read minute read

Making my first payment

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.

UX of BankingBankingFinTech
Opening 12 bank accounts
UX of Banking
15 min read minute read

Opening 12 bank accounts

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

UX of BankingBankingFinTech