BAKU, Azerbaijan, July 5. Azerbaijani banks use UX solutions for effective business impact, applying three key approaches: reducing the user journey, online product and service checkout, as well as information and service support, Eugene Labinsky, Senior UX Researcher at Markswebb said following the results of the Mobile Banking Rank Azerbaijan 2024 survey, Trend reports.
UX solutions (user experience) focus on creating products that provide users with a positive and effective interaction experience. The goal is to enhance usability, accessibility, and the overall interaction between the user and the product or service.
"Shortening the user journey: companies are implementing tools to simplify how customers interact with services. These solutions include collecting funds and managing total purchase amounts, paying outstanding invoices, and automating transactions. This streamlines the process, saving users time and effort by making it more convenient and faster.
Online checkout of products and services: to make it easier for customers to access financial and other products, Azerbaijani companies offer online checkout services. Key features include pre-calculating the monthly loan payment amount, ordering card reissuance, and updating customer data. These services provide convenience and efficiency, minimizing the need for customers to visit physical offices.
Information and service support: a key aspect of customer support includes training for new users, chatting with a chatbot in mobile banking, and providing information about the terms and conditions of transactions. This enhances customer awareness and experience by offering timely and accurate information," Labinsky said.
According to him, the application of UX solutions in Azerbaijan helps improve the quality of customer service, making processes more transparent and convenient. This ultimately contributes to business growth and enhances customer satisfaction.
To note, Mobile Banking Rank Azerbaijan 2024 is a study of user experience, focusing on the completeness and convenience of tasks performed in mobile banking for individuals, with a particular emphasis on debit card management. The results will help evaluate development trends, key features, and the direction of mobile banking in Azerbaijan, highlighting practices and solutions for improving the customer experience and creating a competitive advantage.
Markswebb is a Russian consulting agency specializing in user and customer experience (UX/CX). The agency's analysts research markets, identify best practices, conduct UX audits, create customer journey maps (CJM), advise product teams, and design interfaces. The company explores digital services for managing corporate and personal finances in Russia and CIS countries.