A new banking industry report by Interswitch titled State of UX in Financial Apps: Nigeria Report 2025, has revealed that 71 per cent of Nigerians consider in-app support on banking applications ineffective.
According to the report, released on Wednesday, the study, which surveyed hundreds of banking app users and included interviews and technical assessments based on global usability standards, found that while digital banking adoption continues to rise, the quality of in-app support has not improved at the same pace.
The report findings showed that many users struggle to get timely and effective assistance within their banking apps, with respondents citing unclear error messages, lack of real-time guidance and complex navigation as major sources of frustration.
Executive Vice President, Group Marketing and Communications at Interswitch, Cherry Eromosele, said: “User experience is no longer a cosmetic layer in financial services; it is the product itself. As digital channels become the primary way people engage with financial institutions, trust, simplicity, and reliability are what truly differentiate one platform from another.”
The report noted that while basic transactions such as fund transfers perform relatively well, services like bill payments, airtime purchases and error resolution remain problematic for many users.
It added that most apps fail to provide intuitive guidance or immediate solutions when technical issues occur.
