Interswitch, a leading African integrated payments and digital commerce company, has released its latest industry study titled State of UX in Financial Apps: Nigeria Report 2025, spotlighting user experience (UX) as a defining factor in the future of digital banking.
DASCENARIO reports that the comprehensive, data-backed report delivers an in-depth evaluation of Nigeria’s top financial apps and offers practical recommendations to help banks and fintechs refine their digital offerings.
Based on extensive research conducted in 2025, the study combines app assessments, large-scale user surveys, and detailed interviews to uncover what Nigerians truly expect from their banking apps.
At the heart of the research was a straightforward but powerful question posed to users: “What would you like to see in your bank’s app?” The responses revealed growing demand for faster services, clearer interfaces, greater transparency, personalized features, stronger trust signals, and more responsive in-app support.
As a major infrastructure provider linking banks, fintech companies, merchants, and consumers—while playing a central role in Mobile Financial Services (MFS)—Interswitch leveraged its ecosystem-wide vantage point to analyze large-scale user interaction patterns.
This positioning enabled the company to identify systemic strengths, persistent gaps, and emerging opportunities shaping Nigeria’s digital finance landscape.
Commenting on the report, Cherry Eromosele, Executive Vice President, Group Marketing and Communications at Interswitch, emphasized the strategic importance of UX:“User experience is no longer an added layer in financial services—it has become the product itself. With digital channels now serving as the primary touchpoint between customers and financial institutions, simplicity, reliability, and trust are the real differentiators. This report captures authentic user perspectives and rigorous insights to help financial providers build services that people truly understand and enjoy. Enhancing UX is critical to expanding inclusion and driving the next wave of digital finance growth.”
The findings show that while fundamental services like money transfers perform relatively well, other key functions—including bill payments, airtime purchases, error resolution, and in-app assistance—still face notable usability challenges.
A striking 71% of respondents described in-app support as ineffective, making it one of the weakest elements of the current digital banking experience. Common frustrations included vague error messages, limited real-time guidance, and overly complex app interfaces.Applying globally recognized usability frameworks, including Jakob Nielsen’s principles, the report assesses financial applications across benchmarks such as system feedback, error prevention, consistency, flexibility, and accessibility.
Although improvements have been recorded in reliability and transparency, the study highlights clear opportunities for more intuitive, user-centered, and supportive designs.Beyond consumer feedback, the publication also features insights from product managers and UX designers within the financial services sector, underscoring the need for collaboration, continuous testing, and data-driven decision-making to elevate user experience standards across the industry.
With the release of the State of UX in Financial Apps: Nigeria Report 2025, Interswitch aims to stimulate broader industry dialogue on how strong UX can boost trust, increase adoption, and deliver sustainable long-term value in digital financial services. The report is now accessible to banks, fintech firms, regulators, product teams, and the wider technology ecosystem.
