The Banking Lab analyses the impact of innovation on user experience in digital payments

The Spanish Banking and Finance Institute (IEBF) recently held a new Banking Lab session on “Digital payments and user experience: innovation in the new financial ecosystem”. During the session, Grupo Inmark presented its “Banking and Society Observatory”, a survey that monitors a set of key indicators to analyse the image and activities of banking institutions. According to this study, three out of four people are already using online channels for their banking transactions.

The study also reveals that online banking is becoming increasingly consolidated as the method predominantly used by individuals to interact with their banks, with digital financial transactions reaching 72.2%, although traditional channels like physical branches and ATMs are still very relevant. The adoption of technology is also reflected in customer satisfaction, led by mobile banking apps with 89% of users saying that they are very or quite satisfied.

The session was held on campus at CUNEF Universidad. Manuel Balmaseda, Director of the IEBF, moderated the discussion between panellists Ana Delia Revilla, Business Development Manager of Multi-Clients Studies at Grupo Inmark, Ángel Nigorra, CEO of Bizum, and Santiago Carbó, Professor of Economics at Universidad de Valencia and Director of Papeles de Economía Española at Funcas.