A recent industry study has revealed that 71 per cent of Nigerians find in-app support on banking applications ineffective, underscoring persistent usability challenges in the country’s expanding digital finance sector.
The report, titled State of UX in Financial Apps: Nigeria Report 2025, was released on Wednesday by Interswitch. It surveyed hundreds of banking app users, combining interviews with technical assessments based on global usability standards. While adoption of digital banking continues to rise, the study found that the quality of in-app support has not kept pace.
Many respondents reported difficulties in receiving timely and effective assistance within their banking apps. Unclear error messages, complicated navigation, and the absence of real-time guidance were cited as major sources of frustration.
Speaking on the findings, Cherry Eromosele, Executive Vice President of Group Marketing and Communications at Interswitch, stressed the growing importance of user experience in digital financial services.
“User experience is no longer a cosmetic layer in financial services; it is the product itself. As digital channels become the primary way people engage with financial institutions, trust, simplicity, and reliability are what truly differentiate one platform from another. This report reflects real user voices and rigorous analysis and is intended to help banks and fintechs design services people genuinely understand, trust, and enjoy using,” Eromosele said.
The report noted that while basic transactions such as fund transfers generally perform well, more complex services—including bill payments, airtime purchases, and error resolution—remain problematic for many users. Most apps fail to provide intuitive guidance or immediate solutions when technical issues arise.
In evaluating the apps, the study applied usability principles developed by renowned consultant Jakob Nielsen, assessing platforms on system feedback, error prevention, consistency, flexibility, and accessibility. Despite improvements in reliability and transparency, significant gaps in user-centred design remain, the report said.
Interswitch urged banks and fintech operators to prioritise simpler interfaces, clearer support systems, and more intuitive guidance to enhance customer satisfaction. The report is intended not only for financial institutions but also for regulators, highlighting that improving user experience is essential for building trust, deepening adoption, and sustaining growth in Nigeria’s digital banking ecosystem.