Revolutionizing Online Banking: Crafting a Seamless Customer Journey

EasyChair Preprint no. 12316

Abstract

This paper investigates how financial institutions can leverage user-centric design principles to orchestrate a cohesive and frictionless customer journey across various digital touchpoints. Through an interdisciplinary approach that integrates insights from user experience research, human-computer interaction, and service design, this study elucidates the key elements of crafting a seamless customer journey in online banking. It examines strategies for optimizing website and mobile app interfaces, simplifying account management processes, and enhancing security measures while maintaining user convenience. Furthermore, this paper underscores the importance of personalization and contextualization in tailoring online banking experiences to individual customer needs and preferences.

Keyphrases: Customer, Journey, Seamless

@Booklet{EasyChair:12316,
  author = {Jane Smith and Robert Bruze},
  title = {Revolutionizing Online Banking: Crafting a Seamless Customer Journey},
  howpublished = {EasyChair Preprint no. 12316},

  year = {EasyChair, 2024}}