Category: Digital & User Experience

  • Bringing human interactions to digital banking

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    Consumers expect more engaging and thoughtful digital interactions as physical branch visits decline. To meet these expectations, credit unions and financial services organizations should focus on creating digital experiences that mirror the warmth and personalization of in-person service. Key strategies include streamlined onboarding, ongoing feature discovery, personalized engagement, and human-like interactions. By adopting these practices,…

  • Metrics that matter when evaluating your digital banking platform

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    Data from the 2023 Forbes Advisor U.S. Consumer Banking Statistics study quantifies what we intuitively know to be true;  the importance of digital banking as a part of the financial institutions’ offering is on the rise, with 78% of Americans now preferring to do their banking via mobile app. The rise of the neobanks further underscores the…

  • What Is Personalized Banking and How Can It Improve Customer Satisfaction?

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    by Marty Aquino Personalized banking isn’t optional for financial institutions to survive in the digital age. With previously unknown startup fintech companies devouring once untouchable bank and credit union market share, it’s clear that end-users prefer more custom solutions. Accenture’s Banking Consumer Study, one of the largest of its kind, with 47,000 participants in 28…

  • The 7 Most In-Demand Mobile Banking Features to Consider for Your User Experience

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    With most major banks and credit unions now offering a mobile banking platform, end-users are already accustomed to digital banking from their smartphones. Leading the pack are the younger generations, with 88% of Gen Z and Millennials choosing to bank on mobile.  However, by no means does usage tail off among older bankers. In fact, some 40%…

  • Do Older Generations Actually Prefer to Bank in Person?

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    Consumers have long been enjoying digital banking. According to data compiled by Comscore and reported in Business of Apps, personal finance and banking are the No. 1 and No. 3 fastest-growing categories, respectively, of mobile app usage. Users of banks and credit unions clearly understand the value in managing their finances on the go. But we’ve also…

  • Gen Z vs. Millennials and Baby Boomers When it Comes to How They Bank

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    How do financial institutions meet the needs of Gen Z, millennials and baby boomers when each is apparently so far apart? One solution is not to believe the hype. Although each of these three sizable generations brings a different backstory to banks and credit unions, they are all looking for much of the same thing —…

  • 5 Stats That Highlight the Importance of a Reliable Online Banking User Experience

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    Your users’ expectations of your digital capabilities are growing bigger, faster and stronger every day. According to consumer research by Salesforce.com, 80% of consumers say the digital experience your institution provides is just as important as its products or services. It’s also multi-generational — demand is not exclusive to the younger generations. A Zelle study showed that…

  • Gen Z: Everything They Need Your Banking Platform to Deliver On

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    They’ve just voted in their first election and now Generation Z is assessing the candidates for their bank or credit union. Securing their business will take more than repackaging the products financial institutions offered to baby boomers and millennials before them. Characteristics of Gen Z include a heavy use of digital platforms, and they define…

  • 5 Top Features Mobile Banking Apps Should Offer

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    By 2021, roughly 7 billion people will be mobile users worldwide. To reach them, financial institutions must be willing for their mobile banking apps to exceed consumer expectations. There already are 57 million mobile banking users in the U.S., and their desire for self-service and personalization is rapidly changing the digital landscape of banking. With the mobile app market…

  • What Are Zero-Downtime Upgrades, and Why Do They Matter for Your Financial Institution?

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    As a financial institution, your customers fully expect their online banking experience — whether via a Web browser or the mobile app — to be available and functioning every time they access it. They expect to be able to view their accounts, make a transfer, pay bills, even take a photo of a check for deposit. In…