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423) Navigating User Experience Pitfalls: The Impact of Misaligned Expectations
Manage episode 432534023 series 3456377
Treść dostarczona przez James Robert Lay. Cała zawartość podcastów, w tym odcinki, grafika i opisy podcastów, jest przesyłana i udostępniana bezpośrednio przez James Robert Lay lub jego partnera na platformie podcastów. Jeśli uważasz, że ktoś wykorzystuje Twoje dzieło chronione prawem autorskim bez Twojej zgody, możesz postępować zgodnie z procedurą opisaną tutaj https://pl.player.fm/legal.
In the latest episode of the Practical Perspectives series, James Robert Lay and Audrey Cannata highlight the often unseen complexities of opening new deposit accounts at financial institutions. They reveal how a cumbersome user experience can overwhelm and even frustrate customers, leading to lost opportunities for banks and credit unions. Through recent secret shopping studies, common patterns emerged showing that many institutions unintentionally add cognitive load—making the process more confusing for customers.
The good news is that simple, actionable changes can make a big difference, such as redesigning comparison tables to clearly present fees, interest rates, and minimum balance requirements. They emphasize the importance of transparency and simplicity, arguing that making essential information easily accessible can significantly reduce customer stress and increase trust.
Join us as we discuss:
-The Three Types of Cognitive Load (9:26)
-Simplifying and organizing different types of accounts (12:16)
-Increasing trust through transparency (17:22)
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