BANKING in India has unanticipatedly gone online at an accelerated pace in the last few years. While the ease of access provided by the banking apps and online portals today has sorted out a lot of inconveniences that came with needing to visit a branch for services, the scenario is still isn’t at a point where you hear a customer say that they used a banking app and everything was easy. And yet, that’s not the case with Uber in taxi hailing, Amazon in e-commerce, or Zomato in food delivery.
The advent of UPI has meant that real-time transactions are as easy as the services delivered by above mentioned nonbanking entities, if not better. Besides the apparent demand for ease of access to financial services has encouraged the new-age fintechs to come up with ways to deliver financial services and the banks are still working on catching up.
“Money isn’t an uninteresting topic. You can actually sit and plan with your spouse and family about money and spend hours doing that. But when it comes to using a mobile banking app and engaging with the banking application, it’s not always engaging or interesting,” says Charu Mathur, Head – Digital Banking & Strategy (Existing Business) at IndusInd Bank.
Mathur says that it’s a rare thing to hear that a banking app was easy and engaging for a customer. But that doesn’t deter her and the team at IndusInd Bank from pursuing the human-centred thought process, learning from the feedback and building products for customers with empathy.
“This is something that I really inculcate in my team and push them for,” she says.
Unlocking Value By Leveraging Tech
この記事は Business World India の February 25, 2023 版に掲載されています。
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