Much of the customer dissatisfaction with digital banking stems from poorly designed user interfaces rather than a lack of digital savvy among users, which banks often misinterpret.
When 78% of Gen Y and 83% of Gen Z express frustration with digital banking, it highlights a fundamental need for financial institutions to prioritize user experience in their digital offerings.
Despite the prevalence of banking apps, the lingering complexity and unintuitive design of these applications continue to hinder user engagement and satisfaction.
Financial institutions frequently create an abundance of tutorials to aid users, but the root cause of dissatisfaction often lies in the inherent flaws of the interface and design.
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