Designing a Trusted Open Banking Experience
Our client came to us with a clear challenge: launching an open banking product that consumers would feel confident choosing over familiar payment methods. To get there, we needed to understand the real user journey, their habits, their hesitations, and the moments that build (or break) trust.
The Challenge
The goal: create a product that feels intuitive, trustworthy, and compelling enough to encourage users to switch from existing payment methods.
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While open banking offers great opportunities, consumer adoption can be challenging. The client needed to uncover how UK consumers perceive payments, identify pain points, and discover what builds trust and engagement, all to reduce drop-off and increase adoption.​
The Solution
We conducted in-depth remote qualitative research, combining user interviews with usability testing of prototype flows.
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This approach allowed us to:
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Explore user perceptions and emotional responses
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Assess trust and usability throughout the payment journey
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Identify key friction points and opportunities for improvement
The outcome: Our insights gave the client clear, actionable feedback to refine their prototypes with confidence, improving the overall user experience ahead of launch.