Enhancing Digital Banking Experience Through Multi-Device User Insights

Challenge

A leading fintech application sought to enhance its digital banking experience by ensuring seamless performance, usability, and compatibility across Android and iOS platforms. With a focus on the Indian market, the goal was to gain deep user insights into key financial transactions, onboarding processes, and digital payment experiences across diverse demographics and device models.

Approach

To capture a broad spectrum of user experiences, a team of 50+ users across India engaged with the application on a variety of device models. The evaluation process emphasized real-world interactions, ensuring authentic insights into:

• Onboarding and KYC Verification
• Account Creation and Transactions
• QR Code-Based Payments
• Digital Card Usage
• Multi-Platform Compatibility & Performance

By leveraging real user data and transaction flows, the assessment uncovered critical friction points, regional challenges, and device-specific variations in experience.

Impact & Key Insights

This real-world evaluation led to significant findings, uncovering 80+ usability and experience issues in under 10 days, including 20+ high-priority concerns affecting transaction security, navigation, and user confidence. The insights gathered helped refine the user journey, optimize app performance, and improve financial interactions across devices. Additionally, the use of real production data provided valuable behavioral patterns, helping the team enhance trust and engagement in digital banking.

Data-Driven Outcomes

• Devices Covered: 50+ across Android & iOS
• Duration: Less than 10 days
• User Insights Uncovered: 80+ key experience gaps
• Critical and High-Priority Issues: 20+
• User Engagement: 50+ users completed end-to-end transactions with real data

This user-driven approach empowered the fintech provider with actionable insights, enabling data-backed improvements that enhanced accessibility, security, and overall digital banking experience.