INDUSTRY RESEARCH

Banking and financial services

Trust, digital-product clarity and customer-journey barriers.

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01

Questions we explore

Digital journeys

Explore offer understanding, onboarding, app tasks and support without requesting passwords, codes or access to personal financial accounts.

Different customer jobs

Retail, premium and business customers have different needs. Recruitment should consider actual experience and decision-making roles.

Trust and clarity

Examine perceptions of terms, communication and support. Interface and explanation improvements are distinct from a financial offer’s performance.

02

How the study is designed

Context and audience access

Clarify the decision, segments and eligibility. Methods depend on whether the goal is explanation, comparison or measurement.

Outputs for the team

Agree insight maps, segments, journeys, comparison tables and recommendations, accounting for sample and source limitations.

LOOYS PROJECTS

Related case studies

HSBC Bank Armenia Case: CustDev & Digital Banking

Relevant methods

Consumer Research: Interviews & Focus GroupsB2C, B2B & B2G Respondent RecruitmentQuantitative surveys: online and telephone research

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How we conduct researchWhat research costsFrom research to clear decisions
LOOYS / RESEARCH

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