Over the last decade, the relationship between clients and financial institutions has undergone a significant transformation. In the past, interacting with a bank meant visiting a branch, waiting in long lines, and filling out paper forms. Today, in the era of digitization, clients expect fast, convenient, and seamless access to banking services from anywhere in the world. What was once standard is now becoming unacceptable, and the key factor defining modern banking approaches to customer service is user experience (UX).
In this article, you will learn:
- How the role of UX in the banking sector is evolving,
- What innovations and technologies are currently being used to enhance client-bank interactions,
- How younger generations are shaping the direction of financial services,
- How banks strive to meet client expectations through modern mobile applications, automated customer service systems, and AI-based solutions such as chatbots and virtual assistants.
The Changing Client-Bank Interaction
How has the relationship between clients and financial institutions evolved over the last decade, and what role has the client, as the primary stakeholder, played in this transformation?
User experience (UX) has become the key driver of change in the global banking sector. In Poland, younger generations are setting the pace and acting as a driving force for change. For them, speed and convenience are paramount. Today’s young banking clients don’t have the time for a “trip” to the branch, waiting in lines, and filling out numerous paper forms to manage basic account or loan requests. Instead, they prefer to interact with banks via mobile applications, which forces designers to make them intuitive, functional, and visually appealing, while also tailored to the habits of users across various smartphone models. However, building trust in a brand requires more than just a clear app design—it demands attention to every touchpoint between the client and the bank.
Modern Loan Application Process
The process of applying for a loan, once complicated and time-consuming, can now be simple and pleasant. The key to this is well-designed user experience.
Imagine a client deciding to take out a loan. From the moment they visit the bank’s website or launch the mobile app, they should feel guided step by step. The design of the banking system plays a crucial role in building the client’s trust. An aesthetically pleasing and visually consistent interface makes the bank appear professional and modern. The client should have clear instructions on what steps to take, and the forms should be structured in a way that minimizes the time required to fill them out. Each stage of the process should be accompanied by clear, understandable messages explaining what information is needed and why.
Banks invest substantial resources into developing the UX of their systems, ensuring the modernity, intuitiveness, and functionality of mobile apps and online services. For instance, with machine learning algorithms, data collection and analysis have become much easier. Today, a well-developed bank can offer clients products perfectly tailored to their individual needs and financial situations. Loan simulations and total cost estimates should be presented clearly, allowing the client to easily compare various options.
Chatbots and Voicebots
Traditional interactions with a bank teller or through a call center are also undergoing transformation. Increasingly, banks are introducing chatbots and voicebots capable of answering simple customer questions and assisting with basic transactions. Given the rapid development of artificial intelligence, this form of contact will likely soon be enhanced and replaced by virtual assistants that can solve most client issues and carry out specific instructions. This will also create opportunities for further improvements in client-automated system interactions.
Data Security
With every new solution introduced, there is a simultaneous need for advancements in security. Regardless of the contact method used, clients must be confident that their personal and financial data is secure. Banks should implement appropriate security measures, such as biometric solutions like fingerprint or facial recognition.
Internal Bank Infrastructure
How has the transformation looked from within, from the bank’s perspective? UX has also firmly established itself in this area. Remember, user experience isn’t only about external clients but also about the advisors serving them, the analysts in the headquarters, or any other bank employees using the system to complete the necessary processes.
What improvements have emerged in this area over the years? Primarily, banks aim to create integrated work environments for their employees, providing access to all necessary information and tools from a single platform. This leads to the automation of banking processes, allowing employees to focus on more complex tasks and building relationships with clients. A well-designed banking system can significantly improve the efficiency of customer advisors by providing them with quick access to information and tools for personalizing offers, automating routine tasks, and supporting the sales process. This enables them to better meet client needs and build lasting relationships.
Summary
UX in banking systems, both in Poland and globally, is constantly evolving. As in any process, newly introduced innovations are “verified” by end users—whether clients or bank employees—and continually drive further improvements. Banks are being pushed to invest in modern technologies and solutions to meet the expectations of clients and staff. As a result, only institutions capable of dynamically responding to the changing needs of users will remain competitive in the market. The future of banking depends on the ability to continually improve and adapt to increasingly demanding UX standards.
Paweł Gajewski
With over 17 years of experience in banking, he has gained expertise in areas such as Sales, Products, Process Management, and Operations. His passion for automation allows him to design and implement solutions that enhance business efficiency. He is always looking for new ways to optimize operational activities. Eager to share his knowledge, he supports team development and inspires innovative solutions. Personally, he is a fan of modern technologies and continuous learning.
