Customer experience management designBy
Fintech start-ups have received much attention over recent years – not least in how they’re designed. Boasting slick, accessible pages, fi lled with colour, the UX of many neobanks put their traditional counterparts to shame. Or they did, anyway. Spurred on by competition from the new kids, many mainstream banks have invested heavily in design, both in how they structure apps and websites, and how they appear to the end user. Lizzie Waymouth talks to Valérie Koplewicz, lead UX designer at Crédit Agricole, to learn how major banks think UX has shifted over the past few years, the challenges of dovetailing clear design in complex fi nancial apps, and the importance of pressure from start-ups in encouraging change.
T
he first bank account I ever set up as an adult, I made an appointment, travelled to my local high street branch a few miles away, waded through endless paperwork and waited for my card to arrive in the post a week or so later. In the middle of lockdown in 2020, I decided to register with a digital bank: I sent my details, verified my identity and had an account ready to use in minutes – without even changing out of my pyjamas. The days of physical banking are over. Branches are closing: according to one survey by Which?, roughly 4,300 banks have shut down since 2015 in the UK, translating to a rate of roughly 50 per month. Along the way, people have come to expect 24/7 services at the touch of a button.
According to technology news website Verdict, 27% of adults in the UK had opened a digital-only bank account as of January 2021, a considerable increase on 9% two years ago. “In 2021, who doesn’t have access to online banking services?” asks Valérie Koplewicz, lead UX designer at Crédit Agricole. Not that traditional banks can simply expect their customers to seamlessly swap from a physical branch to a digital account. With the rise of modern digital banking, old-
Future Banking /
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