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UX of Banking

A collection of original case studies, focused on 12 banks in the UK.

The UX of Banking: Part 2 (2023)

UX OF BANKING

900 days of progress 900 days of progress

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 Banking
• 8 minute read

The UX of Banking: Part 1 (2020)

UX OF BANKING

Customer support Customer support

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 Banking
• 11 minute read

UX OF BANKING

Open Banking Open Banking

Open Banking

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

UX of Banking
• 12 minute read

UX OF BANKING

Making an international payment Making an international payment

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 Banking
• 14 minute read

UX OF BANKING

Freezing my card Freezing my card

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 Banking
• 11 minute read

UX OF BANKING

Making my first payment Making my first payment

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 Banking
• 14 minute read

UX OF BANKING

Opening 12 bank accounts 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.

UX of Banking
• 15 minute read

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