When technology works, it's the greatest thing ever. When technology doesn't work, it's a catastrophic emergency of infinite proportions. We've all been there with this cool stuff that supposed to make our lives better, but quickly turns into a living nightmare of endless customer service calls, system reboots, and, in rare cases, a couple of "mild" obscenities.
Well, believe it or not, a few minor snafus happen with mobile banking apps from time to time. So we invited the folks from Malauzai Software on the show because they recently conducted a banking app frustration study based on mobile banking app reviews: "Banking App Frustration Leads to Negative Feedback: Malauzai Report." Malauzai Chief Product Officer Robb Gaynor joined us to provide a few key findings from their research.
Robb also discussed how this new information can help credit unions better serve their members with the development of "unfrustrating" apps. But what Robb discovered in this study that was the main source of frustration will definitely surprise you. It surprised him.
Check it out and let us know your thoughts.
Mike Lawson, Host
Married to a beautiful and wonderful wife, raising 5 kiddos (including twins!), enjoy helping others tell their stories, and love surfing SoCal waves. Keep it simple.