The user experience center of Analysys Qianfan bank was established to help upgrade the user experience of the banking industry

Under the current economic new normal , Banks' profit margins have narrowed , Increased customer operating costs , Receive visitors 、 Retain 、 Revitalizing the three core objectives of customer business capability construction , Improving customer experience has become an inevitable requirement to achieve customer value growth . The quality of the experience will not only affect customers' brand awareness of the bank , It is related to the customer's loyalty and trust in the bank . meanwhile , Customer experience is also an important entry point for bank innovation and development .

so to speak , To grasp the customer experience is to grasp the lifeblood of bank value growth . At the moment when the digital transformation of the banking industry has entered the deep water area , How to do a good job in customer experience management , Reflecting the differentiated competitive advantage has risen to the height of the bank's strategic core .

Focus on this industry , Analysys analysis united with Analysys Qianfan UEA Jointly initiated the establishment of the user experience center of Analysys Qianfan bank , Professional evaluation focusing on user experience in the banking field .

Yang Fan, director of the experience user center of Analysys Qianfan bank, said , Expect to build standards and data capabilities through the center , Help more banks improve the user experience analysis system , Output excellent application scenarios and best practices for the industry .

The development of mobile banking is highly competitive

Effectively improving user experience has become the focus of the industry

Easy to see Qianfan data shows that , In the past two years, the online viscosity index of financial users has increased steadily , The stage of meeting financial needs through online channels has arrived , Online will be AUM The main source of growth . How to build high-quality online contact service users , Improve user experience , Is to rob users 、 Retain users 、 The top priority of transforming users .

  Focus on the banking sector , Mobile banking as an important online channel , It has entered the mature stage of application .

With the steady growth of registered users , At present, many mobile banks APP Focus on financial transformation and AUM promote , Improve user value , And user stickiness is the key to enhance user value , The high activity and high stickiness of users are the basis for the transformation and Realization of bank financial services , Financial institutions pay more attention to user experience .

In the customer experience management of traditional banks , Appeal management 、 Satisfaction survey 、 Secret visits are the three most common means . The essential problem of these management methods is that they still stay at the level of customer satisfaction management , It belongs to result oriented satisfaction improvement , It has not really evolved to customer experience management . Customer satisfaction management has only one-way value for banks , Lost the customer during the journey “ Interaction ” The two-way meaning of itself . In this context , How to continuously improve the user experience from all aspects , Help the development of mobile banking in the increasingly fierce competition , Become the focus of the industry . However, there is a lack of scientific methods 、 Lack of professional tools 、 There is no professional evaluation system , It also brings new problems and pain points to the upgrading of bank user experience .

Focus on user experience evaluation

Analysys Qianfan bank user experience center

Help upgrade the industry

To help financial institutions improve user experience , Analysys Qianfan has previously launched user experience analysis products for enterprises in the financial industry , From interactive experience 、 Functional design 、 Performance safety 、 User stickiness and many other aspects , Provide comprehensive and objective experience and feeling evaluation , Become a practical tool for user experience analysis .

The user experience center of Analysys Qianfan bank established this time , Committed to solving more core method problems .

Based on Qianfan of Analysys UEA Evaluation model , Rely on Analysys 20 Years of research experience 、 Analysys Qianfan big data support , Adhering to the core of user experience , Analysys Qianfan bank user experience center starts with methods , Focus on the improvement of user experience in the industry . meanwhile , United Universities 、 Eco partners , Jointly build an objective and fair evaluation standard , Help further upgrade the user experience of the banking industry .

At present, the user experience center of Analysys Qianfan bank has established a senior expert team and hired special consultants , At the same time, closed door discussion activities will be organized regularly based on user experience , Discuss user experience upgrading together , Enrich and improve the user experience evaluation system in an all-round way .

User experience is the key to winning the bank , It is the fundamental embodiment of competitiveness , It is also an essential part of the digital transformation of banks . Analysys Qianfan bank user experience center starts from the perspective of user experience evaluation , Remove the obstacles of bank user transformation , Realization AUM Rapid growth of , Promote the healthy development of the industry .

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