Company

First Direct

Mobile banking

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Case Studies

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Payments: slow and shallow experiences
UX of BankingCase Study

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
UX of BankingCase Study

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
UX of BankingCase Study

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
UX of BankingCase Study

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
UX of BankingCase Study

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
UX of BankingCase Study

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
UX of BankingCase Study

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
UX of BankingCase Study

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.

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Opening 12 bank accounts
UX of BankingCase Study

Opening 12 bank accountsPreview this content

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

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