Researching Banking
I started off my research by looking into the reviews of a nearby Santander branch in Belfast. Most of the complaints were centred around long waits because of queues. One customer expressed distaste at being told that what they needed could be ‘done online’.
The four star review I’ve included here got me thinking of international students, and how they are a category in the target audience whose particular needs may be overlooked. The one star review I have featured informs me that a large reason people may visit a physical branch is because they are unable to use online features with ease. This it important to know, as it reinforces the importance of having easy to use, intuitive online banking paired with readily available customer service.
Next I looked at the reviews for Santander and Revolut on Trustpilot.
Santander’s mobile app had conflicting reviews here, with one user praising the UI, but another one pointing out the inaccessibility for the disabled user-base. It is important to ensure that an app as important as a mobile banking app must be accessible to everyone, and not exclude disabled users.
The Revolut reviews often mention the currency conversion feature and how this is great for travel. This could be useful to incorporate into my modern banking app, as many young people travel and take gap years etc.
*More than seven out of 10 (72%) 18 to 24-year-olds plan to travel overseas in the next 12 months, a poll commissioned by travel trade organisation Abta indicated. That is more than any other age group. Source: [The Standard](https://www.standard.co.uk/business/business-news/young-people-will-be-most-prolific-travellers-in-2024-b1123335.html#:~:text=More than seven out of,than any other age group.)*
