5 Common UX Mistakes in Online Banking (And How to Fix Them)
Customer support is a critical component of user experience in digital banking—yet many financial institutions still struggle with outdated UX practices. Based on an in-depth study of 12 leading UK banks by Built for Mars founder Peter Ramsey, we break down five pervasive UX pitfalls and how to resolve them.
1. Eliminate Call Decision Trees
The Problem: Traditional “press 1 for… press 2 for…” phone menus frustrate users, especially those with app access.
The Fix:
- Replace phone trees with in-app contextual prompts
- Direct users to pre-connected extensions via clickable buttons
Why It Works: “Decision trees are obsolete for app users,” explains Ramsey. Banks like First Direct and Starling have adopted single-line call systems, streamlining support access.
2. Implement Transparent Queue Tracking
The Problem: Unclear wait times increase user frustration during peak support periods.
The Fix:
- Display real-time queue position and estimated wait
- Send push notifications for queue updates (e.g., “You’re next!”)
Key Insight: Ramsey compares this to Disney’s queue management: “Visibility reduces perceived wait times, just like physical queue displays at retailers.”
3. Remove Hold Music
The Problem: Repetitive hold music degrades the support experience.
The Fix:
- Replace music with app-based queue systems
- Call users back when their turn arrives
Expert Perspective: “Hold music was designed for an analog era,” notes Ramsey. “Modern solutions should leverage mobile capabilities.”
4. Be Honest About Live Chat Availability
The Problem: Many “live” chats secretly transition to delayed ticket systems.
The Fix:
- Clearly indicate response timelines
- Differentiate between live and asynchronous support
UX Principle: Avoid “bait-and-switch” tactics that erode trust. Transparency about availability improves satisfaction.
5. Maintain Session Persistence
The Problem: Apps often reset to home screens after reauthentication, disrupting support sessions.
The Fix:
- Preserve user context post-login
- Return users to their exact previous location
Industry Standouts: Only Monzo and Revolut currently implement this correctly among UK banks studied.
The Future of Banking UX
These fixes demonstrate how digital banking can evolve beyond legacy systems. As Ramsey’s research shows, institutions embracing user-centric design—like Starling and Monzo—are setting new standards for customer experience.
Further Reading: This UX specialist opened 12 UK bank accounts and ‘logged everything’
🚀 Technology Solutions & Recommendations
Enhance your tech capabilities with these cutting-edge products that complement the technological innovations discussed in this article:
🛍️ Featured Product 1: HNL – Sleep Mask
Image: Premium product showcase
Readers frustrated by poor UX in online banking often deal with stress and disrupted sleep. The HNL Sleep Mask offers a tangible way to unwind, helping them disconnect from digital friction and recharge—just as good UX should do.
The HNL Sleep Mask is designed to block out distractions and create a peaceful environment—much like how seamless UX design should eliminate frustrations in online banking. Made from breathable, hypoallergenic fabric with adjustable straps, it ensures comfort while helping you disconnect from digital stressors. Whether you’re recovering from a long day of troubleshooting banking apps or just need deep rest, this mask helps you recharge without interruptions.
Key Features:
- Breathable, hypoallergenic fabric for all-night comfort
- Adjustable straps for a perfect fit
- 100% light-blocking design for undisturbed sleep
- Soft, machine-washable material
🔗 View Product Details & Purchase
🛍️ Featured Product 2: HNL Sectional – Coaster
Image: Premium product showcase
Readers of the UX banking article value smooth, frustration-free experiences—whether in digital interfaces or everyday products. The HNL Sectional – Coaster aligns with this preference by offering a simple, reliable solution to a common annoyance, mirroring the article’s emphasis on user-centric design.
The HNL Sectional – Coaster is a sleek, functional addition to any workspace or home, designed to protect surfaces while adding a touch of modern style. Just as seamless UX in online banking removes friction for users, these coasters eliminate the hassle of water rings and spills with their absorbent, quick-drying surface. The minimalist design ensures they blend effortlessly into any environment—much like a well-designed banking app should.
Key Features:
- Absorbent, quick-drying material to prevent spills and stains
- Minimalist design that complements any decor
- Durable construction for long-lasting use
- Non-slip base to keep coasters securely in place
🔗 View Product Details & Purchase
🛍️ Featured Product 3: HNL – Pullover Hoodie
Image: Premium product showcase
Readers focused on UX efficiency will appreciate this hoodie’s straightforward design—it eliminates ‘friction’ (like bulky closures) just as good UX removes unnecessary steps. A subtle nod to the article’s theme of simplifying experiences.
Just like seamless UX design makes online banking effortless, the HNL Pullover Hoodie delivers comfort without complications. Crafted from premium cotton blend fabric, this hoodie keeps you cozy while maintaining a clean, minimalist aesthetic—no unnecessary buttons or zippers, just smooth functionality. Whether you’re troubleshooting UX issues or relaxing after a long day, this hoodie is your go-to for reliable comfort.
Key Features:
- Premium cotton blend for softness and durability
- Minimalist design with no distracting elements
- Kangaroo pocket for practical warmth
- Adjustable drawstring hood for customizable fit
🔗 View Product Details & Purchase
💡 Need Tech Consultation? Our technology experts are ready to help you implement the perfect solution for your digital transformation needs!
