As Banking Moves to Mobile, User Experience Becomes Key
The habits of the Indonesian people in conducting financial transactions continue to shift towards digital services. Activities such as transfers, payments, and even account openings are increasingly being performed through banking applications.
Data from Bank Indonesia (BI) recorded that the volume of digital payment transactions reached 5.50 billion transactions in July 2024. This figure represents a growth of 28.69 per cent compared to the same period the previous year.
Growth is also evident in transactions via the internet and mobile applications, which increased by 9.39 per cent and 24.25 per cent respectively on a year-on-year (YoY) basis. Meanwhile, the use of QRIS recorded the highest growth, with an increase of 82.42 per cent YoY. This development is driven by the increasing number of users and merchants utilising digital payments in their daily activities.
The rise in the use of digital services means that the public no longer views digital banks solely through the lens of available features, but also through the experience of using the application. Transaction speed, ease of navigation, and system stability have become determining factors in user convenience.
A survey by Ipsos Indonesia shows that ease and efficiency are the primary reasons why the public chooses digital banking services. Approximately 71 per cent of respondents consider easy and fast transaction processes to be an important factor in using digital banks.
Furthermore, 66 per cent of respondents consider the completeness of products and transaction features, while 61 per cent view the ease of using the application as a vital factor. Additionally, 57 per cent of respondents noted that a simple account opening process also encourages the use of digital banking applications.
Hansal Savla, Managing Director of Ipsos Indonesia, stated that the user experience with digital banks is no longer just about accessing banking services online, but also encompasses various aspects such as transaction speed, system stability, and the ease of the application’s interface.
“As digital banks become increasingly integrated with daily financial activities, users do not only require access to banking services digitally, but also an experience that is easy, fast, stable, and reliable,” he said.
Amidst the increasing use of digital banking services, the quality of application performance is an aspect that users are paying more attention to. Responsive applications with minimal disruptions can provide a more comfortable transaction experience.
Based on the Ipsos Indonesia survey, regarding the smoothness and response speed of applications in processing transactions, SeaBank recorded the highest positive perception at 67 per cent, followed by Bank Jago at 54 per cent, and Neobank at 42 per cent.