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The future of banking – redesigned for digital disruption

Disrupting FinTech | Banking innovation report on UX, service design & the digital bank

In our white paper, ‘Taking the friction out of banking’ we research the threat from disruptive FinTech start-ups and look into designing for banking innovation with a focus on improving the digital experience for increasingly digitally-focused consumers.

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Banking innovation and customer experience are key battlefields in the fight for banking relationships. As FinTech players move in on their customers, retail banks are set for a period of intense competition.

In this white paper, we measure the threat digital competitors pose as customers become more open to disruptive FinTech offerings, and reveal that the pressure is on for banks to improve customer experience and banking UX or lose out to digital rivals.

Our findings show how customer expectations from the digital banking experience are rapidly evolving, based on responses from 1,000 UK and 1,000 US customers.

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Intuitive, seamless experiences from the likes of Google are leading customers to demand a better, friendlier user experience (UX) from their bank. While security, personalization, speed and ease of use remain central customer concerns, expectations are evolving so rapidly that banks are struggling to keep up with the pace of change and improve service design in banking.

Disruptive FinTech competitors are threatening to steal the banks’ customers before they have time to respond.

So, how can traditional institutions improve the digital experience, and retain customers in a competitive market? And how can they keep up with the pace of disruption?

DOWNLOAD our free US or UK white paper and our US or UK infographic to read our recommendations for meeting the pace of change, and discover how banks can improve the digital customer experience and banking UX to fend off the threat of FinTech challengers.