ABOUT THE CLIENT
Client is an Indian public sector bank
APPROACH
Quantitative and Qualitative research
Sample Size – FGD-15, F2F-500
PROBLEM STATEMENT
To gather constructive feedback on the client's digital banking platform and its user experience.
To compare user experiences with other online banking and financial apps to identify areas of improvement.
To evaluate the desirability of potential innovative offerings for the platform.
OUR SOLUTIONS
Qualitative: Focus Group Discussions (FGD) to understand user experiences, expectations, and areas for improvement.
Quantitative: Face-to-face (F2F) surveys to gather structured feedback from a larger sample size.
Participants were from various demographics (age 18-50, different income levels, and both salaried and self-employed individuals).
KEY TAKEAWAYS
Detailed feedback on the client's banking app and insights into how users interact with similar platforms.
Insights on areas where the app can be enhanced for a better user experience, such as usability and new features.
Exploration of user interest in new, innovative banking features and offerings that could be integrated into the platform.
OUTCOME
Increased app usage by 28% through enhanced user experience.
Reduced transaction drop-offs by 22% with streamlined navigation.
Positioned the bank as a top-5 digital banking provider in customer satisfaction.