Design Tips to Increase Satisfaction in Banking Apps- Part 1

Design Tips to Increase Satisfaction in Banking Apps- Part 1

by Feb 21, 2018

Retail banking consumers now prefer using their mobile devices more than any other bank interaction, which makes a mobile app a primary component of overall customer satisfaction. With greater ease switching banking providers at a moment of dissatisfaction, banks need to place extra emphasis on keeping their customers happy and loyal. This starts by giving customers the best tools available and a user experience that helps them access and navigate their banking needs without difficulty. Read more about our design tips for banking apps below. 

 

For the first section of this two-part series, we will cover examples of best practices that we have seen play a role in facilitating engagement and improving the user experience.

Any questions surfacing as you read? Give us a ring! You can always connect with us here.

 

Search & Navigation Part 1

Content Part 1

Guidance Part 2, coming soon

Privacy & Security Part 2, coming soon

Appearance Part 2, coming soon

 

 

Search & Navigation

search-navigation-components-of-app-satisfaction

According to J.D. Power, ‘Ease of Navigating’ is the key differentiator among top-performing mobile banking apps. If a consumer can find what they need in the app, this often yields a happy customer. This satisfaction can also impact bank operations by reducing calls to support centers with potentially aggravating wait times.

 

Let’s jump head first into some easily-executed ideas to help improve your app’s search & navigation as early as today.

 

Easy Login

 

Biometric logins such as fingerprint, face, or voice can facilitate a client’s access to their account.

easy-login-biometric-one-touch

Personalization Capabilities

 

Some banks give the user the ability to customize their application experience to their needs making each visit one that addresses their specific needs.

personalization-personalize

Using Navigation Icons with Label

 

An icon is meant to be universally recognized, but in many cases, they are not. It’s always a safe bet to provide a label next to the icon to provide clarity.

 

using-navigation-icons-with-labels

Use Plain & Simple English

 

Avoid using branded names that might be intuitive to your company, but not to a user. In short: use plain English when possible.

 

use-plain-simple-english-branded-names

 

Transaction History Search

 

Most banking apps default to filtering transaction history by date. Giving the user the ability to search their account is one more way to facilitate finding that specific transaction they have in mind.

 

transaction-history-search

Appwide Search

 

Few banks offer app-wide search to locate features & information. It might just be what your clients needed to discover new or undiscovered features.

 

appwide-search-my-bank

Clear ‘Back’ Access

 

Avoid using a home icon or cancel in place of a back.

 

clear-back-access-button

Autofill/Type-Ahead Searching

 

We continue to be surprised at the number of banks not make use of this simple yet effective interaction. Your customers will be thrilled to have it implemented.

autofill-type-ahead-searching

Content

 

The content that users access in-app should be concise, easy to find, easy understand, and help them reach their goals—simple right? Here are a few ideas:

 

Key Information Front and Center

 

Some applications give users the choice to view account their account balances before login.

 

key-information-front-center

 

Helpful Services

 

Provide customers with additional services that could help them reach their financial goals.

 

helpful-services

 

Real-Time Alerts

 

Use real-time alerts to keep customers informed on important account updates such as direct deposits, personal information changes, and bill due dates.

 

real-time-alerts

 

Avoid Hiding Information

 

Some banks hide interest rates behind an extra tap or elaborate application process. Be nice to customers and let them know what they need to know.

 

avoid-hiding-information

 

Avoid Jargon-Heavy Content

 

Avoid words such as Debit, Payee, APR — instead use Withdrawal, Recipient, Interest Rate.

 

avoid-jargon-heavy-content

Guidance Part 2, coming soon

Privacy & Security Part 2, coming soon

Appearance Part 2, coming soon

 

Editor’s note: 

We know you’re thirsty for more. Part 2 will be coming very soon! While you wait, check out our latest thoughts on UX Strategy for Banks. 

Have any additional questions or want to discuss what Shockoe can do for you? Click here to connect with us. 

Sam Carbonell

Sam Carbonell

February 21, 2018

In addition to traveling all over the world — China, Thailand, Korea, Germany, Amsterdam, and El Salvador — Samantha has experience working overseas in Japan. While living in Okinawa, Japan, she freelanced as a graphic designer for a transportation company, tasked with finding a creative solution for encouraging a younger audience to use the bus system. A graduate of Virginia Commonwealth University, Sam holds a degree in Graphic Design. Inspired by modern, simplistic design, she adds an aesthetic and conceptual quality to all branding material she creates.

More like this delivered right to you:

Sign up for our Newsletter to get our latest posts plus invitations to our events and access to future whitepapers.

Related Posts

7 Tips for Utilizing Amazon Alexa to Engage with Customers

7 Tips for Utilizing Amazon Alexa to Engage with Customers

Amazon first released Alexa virtual assistant and smart speaker Echo in late 2014. An in-home virtual assistant is an impressive tool, but creating a seamless user experience with it can be a challenge. So how do companies overcome this challenge? What engagement can...

How to Engage Customers With QR Codes and Augmented Reality

How to Engage Customers With QR Codes and Augmented Reality

When one of our clients approached us with the idea of building an entirely new customer engagement app for their grocery stores, we were very excited. Their goal was to build a mobile application that customers could use to learn about products, find them in the...

Ready to drop us a line?