Redesign the banking app for all customer segments with visual impairments by Rajdeep Roy – PGDM IMI
by Rajdeep Roy – PGDM IMI Kolkata (‘23)
As an example I have taken Axis Bank Internet Banking App where user rating analysis suggests that users are happy with the stability and performance of the application, but are
not quite satisfied with the customer care. Some users also expressed difficulty in accessing certain features owing to the presence of various minor bugs. Others have revealed their
frustration with multiple re-registrations. Prompt response on social media and to user reviews by a trained team should help improve customer support metrics.
(Our primary focus in this slide would be to discuss the low scenarios of the banking app and where axis bank mobile banking app is actually need scaling)
New-age Features
Traditional Features
Recommendations
Potential Challenges Visit to
Recommendations nearest
ATM
• User experience may need improvement • Speed up the process by enhancing the size Withdraw Choose
as some users suggest the app crashes of the app and also implement ‘Lite’ /Deposit Card-less
Cash Option
often,and is quite slow. Customers often version of the app which can be user
face difficulties while registering with friendly.
the application
• Certain bugs may cause difficulties • Anti-bug update can be implemented every Generate Open your
fortnight in a proper schedule from the OTP/Touch DC/CC
while using the app such as credit card your cell option
details not updating instantly, delayed backend.
status update of UPI transactions and
login issues.
AI Voice Recognition System for visually impaired
• Customer Support Enhancement – • WhatsApp enabled support can be made Input
WhatsApp, On-Call etc. available into different languages across the Voice
country. Also the wait time between two Command
support tickets can be reduced by
implementation of AI accuracy.
Evaluation
of Action
• Tips on Banking Awareness - Frauds, • Associate with influencers in social media
New Policies, Rules and Regulations which could create content of different
policies, rules and regulation and also can Output of
share through WhatsApp and Messages. Action
Redesign the banking app for all customer segments with visual impairments (Contd..) by Rajdeep Roy – PGDM IMI Kolkata (‘23)
Out of different public/private sector banking app, Axis Bank mobile banking app seems to be most reliable among its customer base. Currently they are
expanding their business to the Tier 3 cities across the country and tie-up with the local vendors to accept payment gateways. They have already acquired
several merchant base services with minimum commission to attract customer into using their mobile app. Also Axis Bank is now partnering with different
fintech startups to provide discounts while transacting through their portal/mobile app.
(Our primary focus in this slide would be to discuss the market scenarios of the banking apps and where Axis Bank mobile banking app is actually standing now)
Competitions Indian Mobile Banking Space Reviews on Web
Key-Takeaways Key-Takeaways Key-Takeaways
1. Axis Bank App is trying to overcome the faults of 1. Indian consumers are now tending toward the 1. Platforms like Axis Mobile Banking are getting
transactions to get more market share at this flexible banking, banking at convenience, discount on positive responses in terms of downloads and
moment. FinTech platforms. reviews in Google Play-store.
2. Non-public/private banking FinTech app performing 2. It is a hustle free , time saving platform in terms of 2. The App size is 36MB which is compact and acquires
well in the mobile banking sector day by day. not visiting the branch frequently. less space in mobile phone.
