ABOUT THE CLIENT
Client is an indian public sector bank.
Geography: India
APPROACH
Mixed (Qualitative + Quantitative)
FGDs, F2F surveys
Sample Size - ~590 (15 FGDs + 500 surveys)
PROBLEM STATEMENT
Gather constructive feedback on the client's digital banking platform and UX.
Compare user experiences with other banking apps.
Evaluate desirability of innovative offerings for the platform.
OUR SOLUTIONS
Qualitative FGDs + Quantitative F2F surveys.
15 FGDs + 500 F2F survey respondents.
Participants aged 18–50, different income levels, salaried and self-employed.
Deliverables: Banking app UX report, competitive benchmarking, innovation feature desirability analysis.
KEY TAKEAWAYS
Detailed feedback on the client's banking app.
Areas for UX enhancement.
User interest in innovative banking features.
Comparison with competitor apps.
OUTCOME
28% increase in app usage.
22% reduction in transaction drop-offs.
Bank positioned as top-5 digital banking provider in customer satisfaction.
Impact: 28% app usage increase; 22% transaction drop-off reduction; top-5 digital satisfaction ranking; ~590 respondents.
