User Experience Emerges as Key in Digital Banking

Interswitch released a report assessing user experience across Nigeria's leading financial applications, emphasizing that user experience is the next competitive frontier in digital banking. The report, which includes extensive user research conducted through surveys and depth interviews, outlines practical insights to guide the evolution of digital banking services.

It highlights that user experience is no longer just a cosmetic layer but a fundamental aspect of financial services, with digital channels becoming the primary means of engagement with financial institutions. Cherri Eromosele, Executive Vice President of Group Marketing Communications at Interswitch, stated that trust, simplicity, and reliability are essential for differentiating platforms.

The report indicates that while core transactions and transfers perform better, significant usability challenges remain, particularly in bill payments and error handling.