A new industry report reveals 71 per cent of Nigerian banking app users consider in-app support ineffective, underscoring critical usability challenges within the nation’s rapidly expanding digital finance sector. The study, State of UX in Financial Apps: Nigeria Report 2025, was published by payments technology company Interswitch on Wednesday.
The research combined surveys of hundreds of banking application users with interviews and technical evaluations aligned to global usability benchmarks. It found that despite increasing adoption of digital banking, the quality of customer support features within these apps has lagged significantly behind. Users consistently reported difficulties in obtaining timely and effective help directly through the applications.
Key pain points identified include unclear error messages, a lack of real-time guidance during transactions, and overly complex navigation structures. These issues contribute to user frustration, particularly during non-routine activities. While basic functions like fund transfers were generally rated as usable, the report highlighted persistent problems with services such as bill payments, airtime purchases, and especially error resolution.
Cherry Eromosele, Executive Vice President of Group Marketing and Communications at Interswitch, stated that user experience has moved beyond a design consideration to become a core product component in financial services. “As digital channels become the primary way people engage with financial institutions, trust, simplicity, and reliability are what truly differentiate one platform from another,” she said. The report, she added, aims to provide banks and fintechs with actionable insights to build services that are understandable, trustworthy, and enjoyable to use.
The analysis applied renowned usability principles developed by consultant Jakob Nielsen, assessing apps on criteria including system feedback, error prevention, consistency, and accessibility. The evaluation noted some progress in reliability and transparency but identified substantial deficiencies in user-centred design, particularly regarding intuitive support systems and immediate problem resolution.
The report is directed at financial institutions, fintech operators, and regulators. Its findings suggest that addressing these UX gaps is essential for building user trust, encouraging wider adoption, and ensuring sustainable growth within Nigeria’s digital banking ecosystem. The emphasis is on prioritising simplicity and actionable in-app assistance to convert digital access into lasting customer relationships.
