Banks work hard to improve UX and innovate.
The majority of innovation initiatives focus on digital wallets, hiring UX consultancy services, adopting omni-channel technology, or improving mobile banking. On the other hand, perception vastly differs when you ask retail customers how they would rate banks in terms of innovation.
On this digital journey, banks want to streamline digital operations into mobile banking and save customers from having to visit branches. Likewise, customers don’t want to go to branches in person either, but rather, expect to manage their needs and requirements online themselves.