Digital Banking Personas and Insights: Fashioning a Tailored Experience

Understanding factors that shape consumer personas and influence online, mobile and tablet banking behaviors, allows financial institutions to develop appropriate strategies and tailor user experiences for each channel – leading to more loyal and profitable customers.


Consumer use of digital banking channels is now mainstream and growing, By 2016 it’s expected that 107 million consumers (55 percent of U.S. adults) will use mobile banking, according to the Javelin Strategy & Research 2012 Mobile Banking, Smartphone and Tablet Forecast. In other words, in the last decade growth in digital banking has more than kept pace.

Digital channels pave the way to develop new forms of relationships through interactivity, self-service, direct communication and personalized offers and services.