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“Design is not just what it looks like and feels like. Design is how it works.” Steve Jobs
As we look around, we are seeing innovations and frictionless customer experience coming from multiple industries. iPhone / MacBook / Ola / Uber / Google / Amazon are taking our experience to the next level. AI / Blockchain / RPA / API technologies are going mainstream and simplifying our lives.
As an industry, Banking was always considered the pinnacle of technology adoption. Technology solutions like ATMs, Centralised banking platforms, Internet banking have been there for many decades. Despite the technology edge and budget (potentially the largest tech budget across industries), banks have remained laggards on customer’s centricity and experience. There has been lots of talk around digital products & Fintech collaborations by leading players, yet there is no true iPhone / MacBook experience available in Banking.
We surely are missing Steve Jobs in banking.
Time to imagine what Steve Jobs would have done if he was leading a bank.
Steve Jobs with his design thinking changed many industries including mobiles, music, watches, alarm clocks and many more. Single iPhone device created Design Tsunami that forced everyone to have a relook at their products and services.
Who owns customer experience / design now in your organisation? Is your process optimised for customers or for your internal units?
How many saving products does your bank have? Does the customer even care for the variations?
Do you hire the best? Do you have missing skill sets in your organisation?
Is your website / communication / branch boring? Is your management communication understood / followed by your customers?
Time to reimagine banking from the eyes of the customers…
This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
Alex Kreger Founder & CEO at UXDA
22 August
Nick Green Director at Purple Patch Broking Ltd
Priya Kumari
20 August
Oleg Stefanet Chief Risk Officer at payabl.
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