Explaining why digital banking and mobile banking aren’t the same. 1/5 “Looks digital, feels analog” – probably the best way to describe the state of “digital” banking. Why are my bank statements and passbooks full of gibberish alphanumeric codes. We’re not Enigma machines
2/5 If Swiggy/zomato hid restaurants behind 3-4 clicks, DAU & MAU would be in the dumps. Apps should not recreate physical interactions , reimagine them. Current banking apps are digital interaction of bank branch experience and show me menus like branches
3/5 Things get even worse when I finally manage to get to reward points redemption page (completely separate portal) only to be told I can buy a teddy bear with 1000 points. Rewards need to be simple and relevant to me. You know what I like to spend on
4/5 The dejavu feeling i get when my bank RM calls me up on his own after 1 year. His only motive is to sell me something quickly. What i expect is advice not sales.
5/5 Last, the customer service is still mainly through call centre and after long wait to reach right person I pray to god that person on other side will comprehend my query right. We are in 2020- Era of NLP, AI and smartly understanding the problem
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