Motivated by the accelerated shift to digital banking during the COVID-19 pandemic, designing a compelling digital banking value proposition and UX has become crucial for banks. A recent article has examined the digital banking adoption and perceptions across generations, aiming to capture the differing attitudes and usage patterns of digital banking among Gen Z, Millennials and Gen X.
Generational differences: convenience, access, service quality
Analyzing responses from 634 e-banking users, the authors investigate preferences and attitudes across generations. The findings reveal distinct priorities:
- Gen Z: prioritizes ease of transactions
- Millennials: seek information and financial market access
- Gen X: values service quality
Banks must develop generation-specific offerings
A key strategic implication of these findings may be that forward-looking banks must develop tailored and generation-specific digital offerings to meet the distinct needs of Gen Z, Millennial and Gen X clients. Such a tailored approach can significantly enhance the UX and satisfaction and, as a result, digital adoption across generations. When designing tailored digital offerings, key themes to consider for banks include:
- Availability
- Speed
- Usability
- Information accessibility
- Pricing
- Depth / complexity of services
- Market transaction capabilities
