Accessibility is very critical part of providing Digital Banking service, even if you have the best online/mobile banking application - without accessibility it has no use.
In theory, accessibility is always there - at the end of the day clients can go to branch to have a password, or fill many fields of online forms etc. However in practice, clients may not like visiting branches (come on guys, we have been talking about digital
banking clients - they are not branch lovers!) or perfectly understand what we ask for in our online forms. In addition, it should also be noted that as digital channels fully rely on data - any quality issue will be turned into accessibility issue too. As
a result, the number of active online users are far less than the total number of clients interested in using digital channels. So if the growth is planned, all obtacles in front of accessibility should be removed . How?
This is the short version of the post.
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This post is from a series of posts in the group:
A discussion of trends in innovation management within financial institutions, and the key processes, technology and cultural shifts driving innovation.