British banking
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Simple techniques to increase feature usage, retention and ultimately alter how users perceive the value of your product.
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They aren't exactly the future of customer service that we were promised. This is why you hate them though.
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Deconstructing the notion that these banks have feature parity in 2023.
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Historically, bank cards were relatively simple rectangles of plastic. But not any more.
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A unique opportunity to revisit these 12 banks, re-benchmark them, and highlight what 900 days of progress looks like.
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Their core products are incredibly strong, but the cracks start to appear when you get even deeper into their experiences.
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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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Although the challenger banks were considerably faster, all of the banks could improve the experience of using Open Banking.
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Quite clearly, if you want to make international payments frequently you have to use a challenger bank, or Barclays.
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Whilst the challenger banks have made this feature more accessible, they had a poor overall experience. Barclays was considerably better.
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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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The challenger banks were significantly quicker (in days) and required less effort (in clicks) to get an active account.
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Their core product is often praised for being intuitive, but when you go a little deeper, does it give up any ground?
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