back to latest articles

Banking Digital Transformation Depends on Mindset

0

Banking Digital Transformation Depends on Mindset

Digital technology disrupts the financial industry and all bank branches could be closed by 2034. Digital disruption focuses on customer expectations and behavior, which is a game changer. We see global banking digital transformation, but it is not always customer-friendly. Why? We believe it's because of a lack of an Experience mindset.

Disruption of the industry requires rapid banking digital transformation


Current trends suggest that all bank branches in US could be closed by 2034, according to "The Death Of The Banks" study. So, the digital transformation in banking has become the number one priority. The digital age has had a drastic impact on the service and product consumption behavior in the financial industry. Consumers get used to well-designed products and services from technology companies, and they’ve become more and more selective about what they choose to use. Their expectations are growing, and they compare banking services against the user experience provided by well-established technology companies. You have most likely heard the phrase, “This sucks... when will Apple or Google disrupt this?”

Customers actively consume digital banking services from both traditional banks and Fintech startups. Competition in the industry is growing at a rapid pace as customers are receiving more and more opportunities and offers every day. The digital technology experience disrupts the banking industry. Consumers are no longer loyal to only one bank, often switching from one bank to another. Many even use several financial services simultaneously, especially via mobile applications.

Million-dollar marketing and advertising budgets don’t even help traditional banks. Consumers ignore advertising, so its effectiveness is reduced. Even using digital promotions through social networks, video services, blogs, etc., does not always achieve the desired results. At the same time, some young and ambitious teams gain tremendous traction through the creation of financial services without such resources as traditional players.

For example, the mobile wallet, Revolut, with almost no marketing budget in three years, secured 2 million users in Europe. And the online transfer service, Transferwise, moves more than 2 billion pounds every month on a global basis. The number of similar financial services is growing and will continue to increase thanks to the legislation of open banking.

Find out how to drive digital transformation in banking using CX strategy.

Successful banking digital transformation strategy depends on the mindset switch

It looks like successful neobanks have some kind of “special sauce” or secret technology. In our opinion, they have only one main advantage, which is obvious — the mindset of their founders and team that determines their approach to business, the culture of the organization, principles of product design and customer service. It’s just more relevant to the digital world in comparison with the traditional banking players and helps to find right solutions intuitively.

Thanks to technology, the world is rapidly changing and we are witnessing disruptive digital transformation in the banking industry. Thus, in the banking sector, like any other, only those who are able to accept these changes and integrate them will rise to the top. But, we are not talking about simply the implementation of innovative technologies. Modern technology, the best specialists and trending design tools will not help a business that ignores, and does not understand the rules of the digital world.

In the digital world, success is achieved not by creating a selling package for a product, but by turning the product into a value that sells itself.

If you want to ensure your organization's success in the future, then it's time to change. A sharp focus on your customers’ requirements and desires is critical. It is their needs, perception and experience that play a key role in the digital economy. Don’t try to manipulate them; instead, you must cultivate an empathy for them. Be useful to your customers, and they will provide an unexpected power for the growth of your business.

The customers of today expect a more ethical, responsible and honest attitude from their financial institution, as well as attention to their needs. Only such an attitude can ensure long-term success in conditions of digital transparency, total socialization, globalization, the disappearance of intermediaries, low market barriers, high competition and changes in consumer values. This type of thinking differs from the usual mindset of consumers as a resource used for business development. We call it the “Experience mindset.”

As a company that designs financial services on the principles of an Experience mindset, UXDA receives a lot of questions from financial experts. Successful digital transformation requires a deep understanding of the processes associated with user experience, design, and a customer-centered mindset. But why some companies that perform digitization in banking and declare own customer-centricity, or even implement UX methods nevertheless suffer defeat in the market?

We've found that it's not enough of statements, you need the right mindset fundamentals that impact organization culture, strategy and priorities. Instead of outdated Marketing mindset which is focused only on sale, we should implement Experience mindset which is focused on creating value for customers. This is the only way to survive in the age of digital disruption and make longterm profit.

Read more about how to switch your company to Experience Mindset

To learn more you can watch 2 hour UXDA webinar about Experience mindset.

Read more about digital transformation in banking:

Banking Digital Transformation Fails Without User Experience Transformation

7 Crucial Steps Toward Successful Financial UX Transformation 100% Remotely

The UX Design Formula for a Digital Product Breakthrough

Guide to Successful Digital Transformation in Banking Through Value


Share:

Listen to our podcast:

More from our blog

Banking Innovation Ideas VS Experience: Blockchain, Open Banking and AI

Finance has always been quite conservative but it hasn’t missed out on technological progress. Due to the development of technologies, banks are becoming separated from their customers. According to research, 40% of American bank customers don’t go to...

Digital Banking Breakthrough Success Story: From Outdated to Award-winning Core Banking

For anyone who knows how the banking back-office system looks like it would be a surprise that something of such complexity can win the Academy award of design - the IF design award. There’s a story behind every grand victory and we want to share it with you today.

UX Design Success Story: Constant High-Quality Results

UX Design Success Story: Constant High-Quality Results

What does it feel like to work with the world's leading financial design agency? In a series of articles, we are inviting you to join the journey of our clients and explore their insights collected by Clutch about the work of UXDA.

Boosting UXDA Team Power

Boosting UXDA Team Power

We truly believe that great results are made when you love your job and work side by side with likeminded people. I'm really proud that we can call UXDA team our second family.

Digital Banking Design Through Rose-Colored Glasses

We are constantly telling the banks that financial design should be clear, simple and helpful in solving user issues. All of them agree, but they wonder why we have to constantly repeat what appears to be so obvious. Actually, this reaction puzzles me...

UXDA's Founder CEO Alex Kreger Becomes a Member of the Prestigious Forbes Business Council

UXDA's Founder CEO Alex Kreger Becomes a Member of the Prestigious Forbes Business Council

The Founder CEO of UXDA and the creator of the unique Financial UX Design methodology Alex Kreger has been accepted into the Forbes Business Council. It's a globally famous invitation-only organization for successful business owners and leaders worldwide.

UXDA Design Firm Wins the Best Banking Technology Award

UXDA becomes first design agency that wins Banking Technology Awards. UX Design Agency helping online banks and FinTech startups engage their customers with a delightful user experience through user-centered design.

🎧 Digitlal Banking Customer Experience Trends for the Breakthrough in 2021

What is needed to achieve a breakthrough in the post-pandemic world? Here are 10 digital banking customer experience trends to find the right strategy.

Information Architecture in Banking can Solve Pain Points

Finance Digitalisation causes many banks to adjust their approach to the development of their products and services. Today, more and more financial companies evolve by creating user-centered services and simpler and more convenient solutions...

ABOUT THE AUTHOR

Alex
Alex, Founder/ CEO/ UX Strategist

Alex has dedicated half of his life to studying human psychology, as well as business success, developing 100+ digital projects and 30+ startups. He spent 10 years researching UX and finance to create UXDA's methodology. Alex is a passionate visionary who's capable of solving any challenge to improve the financial industry.