CURRENCIES THE LEDGER Building a better user experience Data from a new FinTech Futures Industry survey indicates that 41% of respondents consider user experience, or UX, the most important way banks can diff erentiate their services. Here's what they consider the five most critical features for compelling UX. 1 4 Quick access to a real person 28% UX features TOP 5 3 Minimalistic/ non-intrusive design 36% Opening the door to better UX Three things respondents say banks need to tackle first Replacement of legacy technology/processes Old-fashioned company culture/thinkers in high places Maintenance of legacy tech/processes 44% 35% 34% 2 Mobile/online channel synchronization Minimal steps/ easy user flow 58% 24% 55% 5 Biometrics, i.e., fingerprint/ face ID 16 Q ICBA Independent Banker Q November 2022 Source: FinTech Futures Industry Survey & Report 2022