Have you ever paid attention to the mobile banking applications offered by banks in Indonesia? Mobile banking apps have become an essential tool for customers to access various banking services, from checking account balances and transferring money to paying bills, along with many other interesting features that can compete with today's increasingly popular e-wallets.
Behind the convenience these apps offer, application designers play an important role in shaping the app's appearance, system, and wording. Their overall goal is to create an application that is user-friendly and easy to navigate.
UX designers focus on the bigger picture of a product by creating site maps and user journey flows based on how people, products, and services interact with a company. Meanwhile, UI designers are responsible for the interaction between humans and computers, detailing every page, button, layout, and image to ensure that the product is easy to use and visually appealing. While UX design focuses on the people who use a product or service, the primary focus of UI design is the product or service itself.
Today, UI/UX is also an important consideration when choosing which applications to install, especially mobile banking apps. M-BCA has one of the largest user bases among mobile banking applications. According to Databoks, PT Bank Central Asia Tbk (BCA) reported 38.3 million customer accounts in 2023, a 10% increase from the previous year. Meanwhile, PT Bank Mandiri (Persero) Tbk. recorded 23 million registered Livin' users as of December 2023, representing a 44% year-on-year (YoY) increase. As of December 2023, the BRImo application had 31.6 million users, a 32.6% year-on-year (YoY) increase from 23.6 million users in 2022.
1. M-BCA
M-BCA is a popular choice because its design is suitable for users from all walks of life. It has a unique yet simple design, meaning users do not have to repeatedly adapt to changes in the mobile banking interface. This is one reason why many customers aged 40 and above find it easy to use. In addition, M-BCA offers a user experience that is easy to learn for people from different backgrounds, with buttons that take users directly to the features they need.
Although its design may seem somewhat outdated, many Gen Z users also use M-BCA because of its simple features and homepage. According to some users, M-BCA's drawbacks include its distracting indicator light and the lack of interface updates over the years. However, these issues can be overlooked because transactions and other features are easy to access.
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2. Livin' by Mandiri
Livin' by Mandiri makes it easier for users to access their accounts through features that allow them to save their usernames and passwords, as well as use fingerprint authentication to log in. Checking e-wallet balances is also convenient because Livin' by Mandiri is integrated with various digital platforms. Its interface looks modern, and its features are easy to understand.
Even so, Livin' has also received complaints from its customers. According to app reviews on the Play Store in June 2024, the most common issue reported by users is the scheduled maintenance, which takes place every night at around 10:00 PM.
3. BRImo
BRImo features a more minimalist user interface (UI), and logging in is also easy thanks to its fingerprint authentication feature. According to Harmoni 2023, the service quality of BRI's mobile banking application was still considered relatively low due to frequent access errors. One example is when users attempt to make transfers late at night, when the application often displays a "service unavailable" message. Nevertheless, BRImo has the highest rating among M-BCA, Livin', and BRImo on the Play Store, with 4.7 out of 5 stars based on ratings from 1 million users. M-BCA and Livin' have the same rating of 4.1 stars, with M-BCA receiving reviews from 1 million users and Livin' from 555,000 users.
In Indonesia, competition among banks to provide the best mobile banking applications is becoming increasingly intense. Each bank is competing to introduce innovative designs and features to attract customers. For INTIMates, which aspects of a mobile banking application would influence your decision to open an account?
