A recent report published by Interswitch shows that 71% of Nigerians find the in-app support on banking applications to be ineffective. The report, titled 'State of UX in Financial Apps: Nigeria Report 2025', emphasizes ongoing usability challenges in Nigeria's rapidly expanding digital finance landscape. This study involved surveying hundreds of users, along with detailed interviews and assessments based on recognized global standards for usability. Despite an increase in the adoption of digital banking, the quality of in-app support services appears to lag behind, impacting user satisfaction.

According to the findings, many respondents reported difficulties in obtaining timely and effective support through their banking applications. Key issues identified include vague error messages, inadequate real-time assistance, and convoluted navigation within the apps, all contributing to user frustration. The prevalent sentiment among users is that their banking apps do not meet their expectations for accessibility and support, which could hinder user engagement and satisfaction in the long term.

Cherry Eromosele, the Executive Vice President of Group Marketing and Communications at Interswitch, highlighted the importance of user experience as a central aspect for improving digital banking services. The report urges stakeholders in the financial technology space to invest in enhancing user interfaces and support mechanisms, which are crucial for fostering trust and retainment among users in Nigeria's digital finance ecosystem.