Interswitch has officially released its State of UX in Financial Apps: Nigeria Report 2025. This data-driven study provides a comprehensive examination of how Nigerians engage with digital banking, revealing that while technology is evolving, user expectations are rising even more rapidly.
The report, which surveyed hundreds of users and analyzed leading platforms, found that basic functionality, such as making transfers, is no longer enough to satisfy the market, even as users prioritize the emotional and practical flow of their financial lives.
Key areas where users are demanding better performance include speed and reliability, clarity and transparency and human-centric design
The most striking finding in the report is the failure of digital assistance. Despite the rise of AI and automation, 71% of Nigerians surveyed find the help options within their financial apps to be ineffective.
The frustrations stem from vague error messages, complex interfaces and lack of real-time guidance.
Interswitch’s unique position as an infrastructure provider connecting banks, fintechs, and merchants gives them a bird’s-eye view of the ecosystem. According to Cherry Eromosele, Executive Vice President at Interswitch, the days of viewing design as a luxury are over.
“User experience is no longer a cosmetic layer… it is the product itself. Trust, simplicity, and reliability are what truly differentiate one platform from another,” said Cherry Eromosele
The study utilized globally recognized usability principles, including those of Jakob Nielsen to benchmark Nigerian apps. While the industry has made strides in transparency, the report highlights a massive opportunity for banks and fintechs to win loyalty through error prevention and accessibility.
By focusing on user-led decision-making and continuous testing, Interswitch suggests that the next phase of digital finance growth in Nigeria won’t just be about more features, but about making the existing features more human.