Omo! Na wah o! As dem just drop report wey talk say 71% of Nigerians no dey find in-app support for banking apps useful, everybody dey shake head. This report wey dem call State of UX in Financial Apps: Nigeria Report 2025, na from Interswitch o. Dem just yank am front of everybody like say na bad pepper soup.
According to the report wey land on Wednesday, people wey dey use banking apps still dey struggle to get help when dem need am. E mean say dem dey face wahala like unclear error messages and navigation wey be like say na maze. Wetin dem dey find no dey easy at all, my people!
The Executive Vice President for Interswitch, Cherry Eromosele, don chime in. She talk say user experience don turn to big matter for financial services. She yan say, ‘User experience no be just decoration again; na the koko wey go determine how people go take trust and use dem services.’ Na so e be.
Many users dey vex say, ‘Omo, I fit transfer money well, but when e come to pay bill or buy airtime, na different story!’ E get wetin dem talk wey clear say banks and fintechs need to step up their game. Dem dey fall hand for error resolution and how to provide real-time guidance. E be like say dem just dey chop our money without care.
The report come use usability principles from Jakob Nielsen wey sabi this matter well well. Dem don check say while some transactions dey go smooth, other services still dey cause tight jam for many users. Wetin make sense be say, even with all the wahala, e fit turn to gold mine for banks if dem fit solve this user experience wahala.
Interswitch don clear say dem want financial institutions address this matter well, because if dem no do am, e fit jam their market. Customers go just dey waka comot if dem no feel supported o! Dem don emphasize say building trust through simple and reliable app experience fit make customers fall in love with their banking apps again.
As Nigeria dey face dis digital finance wahala, e remain to be seen how the fintechs go fit jazz sabi the matter. Wetin we go find out next, na who go fit make their platform easy to use, no be who get plenty features. Yes o! Na the must win strategy for the game!
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