Interswitch Unveils ‘State of UX in Financial Apps: Nigeria Report 2025’, Says User Experience Is Key to Digital Banking Growth

 Interswitch Unveils ‘State of UX in Financial Apps: Nigeria Report 2025’, Says User Experience Is Key to Digital Banking Growth

Interswitch has released its latest industry report titled State of UX in Financial Apps: Nigeria Report 2025, highlighting user experience (UX) as the next major competitive frontier in Nigeria’s fast-evolving digital banking landscape.

Unveiled in Lagos on February 17, 2026, the report presents a comprehensive, data-driven evaluation of user experience across leading financial applications in Nigeria. It draws on extensive research conducted in 2025, including app assessments, surveys involving hundreds of users, and in-depth interviews designed to capture real customer expectations.

According to the findings, Nigerian users are increasingly demanding speed, clarity, transparency, personalization, trust, and more effective in-app support from their financial service providers. When asked what they would like to see improved in their bank’s app, respondents pointed to persistent usability challenges despite growth in digital adoption.

As a major infrastructure provider connecting banks, fintechs, merchants, and consumers, Interswitch said its ecosystem-wide role in mobile financial services positions it uniquely to identify patterns in user behaviour and systemic gaps shaping digital finance experiences.

Speaking on the report, Cherry Eromosele, Executive Vice President, Group Marketing and Communications at Interswitch, described user experience as central to the future of financial services.

“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,” she said.

The report reveals that while core transactions such as transfers perform relatively well, significant usability issues remain in bill payments, airtime purchases, error handling, and customer support features. Notably, 71 percent of surveyed users said they find help options within financial apps ineffective, making in-app support one of the weakest aspects of digital banking platforms.

Users cited unclear error messages, limited real-time assistance, and complex interface designs as recurring frustrations.

Using globally recognised usability principles developed by usability expert , the study assessed financial apps across key benchmarks such as system feedback, error prevention, consistency, flexibility, and accessibility. While improvements were noted in transparency and reliability, the report identified clear opportunities for more intuitive and human-centred design approaches.

Beyond consumer feedback, the publication also incorporates insights from product leaders and designers within the financial services ecosystem, emphasising the need for collaboration, continuous testing, and user-led innovation.

Interswitch said the report aims to contribute to broader discussions on how improved user experience can drive trust, financial inclusion, and sustained growth in Nigeria’s digital finance sector. The report is now available to financial institutions, fintech operators, regulators, product leaders, and the wider technology community.