First direct adds customer co-creation lab to app

First direct adds customer co-creation lab to app

UK bank first direct has added a "co-creation" platform to its app, enabling customers to test new ideas, prototypes and projects and then provide feedback on them.

The 'fdesign mobile' feature lets the HSBC-owned bank share updates with users in a continuous two-way conversation; reviewing the feedback they provide, and making decisions based on what they think and feel.

To participate, customers will need to register on the homepage in order access the exclusive fdesign mobile area of the iOS app.

The app feature builds on an online fdesign platform which rolled out in 2016, giving some customers access a separate part of the first direct website to take part in surveys or discussion forums, or even become involved with prototype testing.

In fact, first direct has been mining its community of customers since 2011, when it launched a lab site to give visitors the chance to see what the bank was planning and critique it through a comment facility and forum.

Joe Gordon, head, first direct, says: "fdesign Mobile helps us to put more products and services through their paces, faster, working out niggles and helping us create a truly modern and open banking service that’s right for now and the future."

Comments: (1)

A Finextra member
A Finextra member 18 March, 2019, 10:01Be the first to give this comment the thumbs up 0 likes

Something the FinTech’s have done quite successfully - using customers to provide feedback and rate features. Being a FD customer signed up today....only to find out its for iOS only not Android (wasn't clear in the inital invite).....hmmmmm from a positive experience to a negative one (not being an Apple fan). This does show one of the bigger challenges - compatibility. Different devices, different OS and versions of…. means you have to be more tech savvy to see the benefits.