First Direct
Mobile banking
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Case Studies
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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 cardsPreview this content
Historically, bank cards were relatively simple rectangles of plastic. But not any more.
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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 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 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 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 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 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 accountsPreview this content
The challenger banks were significantly quicker (in days) and required less effort (in clicks) to get an active account.