Fintech Labs Insights
Techniques, Trends & Examples
The UX at Crowdfunding Platforms
I've long been a fan of crowdfunding, Really, who wouldn't be? On paper it's the perfect culmination of digital finance. Take one budding entrepreneur. Connect her to capital. Change the world. Rinse. Repeat. But like most things money related, when you get to the...
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Top 10 Digital Banking UX Problems: #1 Fostering Financial Insecurity
We look at bank and credit union sites every day. And generally, there is much to like these days. The move to responsive design finally forced financial institutions to declutter their sites and focus on the user. But there is still much room for improvement (see...
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Friday Fail: Good UX Begins with Clear Choices
Let me start by saying that I've been a fan of Umpqua Bank since I saw then-CEO Ray Davis present his pioneering branch designs at BAI Retail Banking in the mid-1990s. And that's saying a lot, because I am no fan of the bank branch. The other day I visited Umpqua Bank...
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Mobile UI: Don’t Ignore Mobile Banking Security Perceptions
Is Mobile Banking Secure? Last week, I was surprised to see the Wall Street Journal run a nearly full-page piece entitled, Is Mobile Banking Secure? . It was in a special Personal Finance section included in Monday's print and online editions. The Q&A was with two...
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Friday Fun: St. Mary Bank’s Celtics Tickets Sweepstakes
I'm a complete sucker for online sweepstakes. I haven't won anything since 1996 when the competition was one-thousandth of what it is today. But like a dog looking for another handout, that hasn't stopped me from trying. Today, I spotted a smart mini-sweeps at St....
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Battling Negative Perceptions of Credit Union* Tech Prowess
Last week I traveled to the center of the U.S. credit union universe last week, CUNA's GAC conference in Washington DC. We were there to tout the launch of our BUX Certified digital banking program and spent three days talking digital with visitors to the Tyfone booth...
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Security UX: Suspicious Activity Feedback Loop
Digital channels are a huge help in thwarting fraudulent charges. In the old days, as recently as 5 or 6 years ago) the best you could hope when your card number was compromised was a cryptic voice message left on your landline phone. And that introduced a reporting...
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How Star One Credit Union Became the First BUX-Certified Financial Institution in the World
Star One Credit Union is in an enviable position. Its Sunnyvale location, smack dab in the heart of Silicon Valley, gives the credit union access to many of the wealthiest people in the world. As a result, it has grown to be the tenth largest credit union in the...
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Customer Service UX: Bank of America Encourages Social Media Direct Messages
Bank of America's website and mobile apps are generally a showcase of best practices. The bank spends millions each year ensuring pixel perfect UI. But no one is perfect. Looking at its Contact Us page today (screenshot above), we were glad to see options to reach out...
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UX Case File: Everbank’s CD Rate Table Creates More Interest
Now that most serious digital banks sport solid-looking and responsive websites, we turn our attention to the hundreds of details that as a whole can differentiate you from the competition. And more importantly, show your customers AND employees, that you care....
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Credit Karma Does Breach Education Right (Security UX)
Remember thr Equifax breach? On the heels of the Equifax breach, we've had several months of renewed media focus on our (lack of) data privacy. And what we can do about it. We recently pointed out some financial institutions that did a good job making customers aware...
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Chase Bank Tests Finn, a Mobile-First Brand
Meet Finn by Chase It's been 18 years since a big-10 US retail bank started a standalone deposit-taking digital brand. I'm sure the old-timers out there remember Wingspanbank from Bank One (now part of, you guessed it, Chase). And there's good reason for the drought....
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Homepage UX: Mobile Banking Discovery
Thanks to Pareto, we know 80% of your visitors are looking for just 20% of what you offer. And in that 20% is surely info about your digital offerings, especially mobile. But why do so many banks and credit unions bury their mobile capabilities? Let's take a tour of...
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Credit/Debit Card UX: Authorizing a New Card User
Fine-tune the User Experience (UX) With Authorizing New Card Users As financial institutions digitize every product, process and procedure, there are thousands of tweaks necessary to fine-tune the user experience. For example (from our mobile UX framework): #132. Is...
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Discovery UX: Making Mobile Banking Services More Visible
Mobile Banking Services Is Getting More Popular According to the Fed, mobile banking was used by 53% of smartphone owner in 2015, just 7 years after Apple opened its smartphone iOS to outside apps. In newer data fielded in June by Convergys (published by BofA), 62% of...
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