A major financial services company approached Nexus while rethinking its digital product roadmap. They were facing growing competition from fintech startups and changing expectations from younger customers. The leadership team wanted to understand how their services were perceived in the market, what features mattered most to users, and where they were falling behind especially in areas like digital onboarding, customer service, and mobile banking tools.
The company had relied heavily on internal feedback and legacy client surveys for product decisions. But those insights no longer reflected how users especially younger and digitally native ones were interacting with financial products in 2024.
They also lacked a clear view of how newer players were differentiating themselves. Public reviews and press weren’t giving full pictures, and traditional consultants couldn’t move fast enough to meet the company’s timeline.
We built a carefully selected panel of digital banking users, former employees from leading fintechs, and product managers from competitors. Each participant had either used, built, or directly competed with the client’s services.
Our team ran 1-on-1 conversations using a tailored interview guide focused on user experience, feature expectations, trust factors, and friction points across mobile, desktop, and customer support journeys.
Our team synthesized all feedback into a clear and concise insight pack– highlighting where the client was over-investing, where they were missing critical features, and how market leaders were adapting faster. We also flagged emotional drivers like trust, convenience, and transparency that weren’t being addressed properly.
The client walked away with a sharper understanding of what modern users actually want and why some were quietly churning to fintech alternatives. They made immediate changes to their onboarding flow, adjusted their mobile roadmap, and realigned messaging in two product lines. The client later shared that Nexus helped them “see the gap between what we thought we were offering and what customers actually experienced.
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