IMPROVING THE DIGITAL PAYMENT EXPERIENCE: A CUSTOMER-CENTRIC APPROACH TO PROBLEM SOLVING
Keywords:
Digital payments, Cyber security, Mobile wallets, Online payments, Biometrics, channels, User interface (UI), User experience (UX).Abstract
In an increasingly digitized world, the convenience and efficiency of digital payment systems are paramount. However, the proliferation of options and the complexity of interfaces often lead to user frustration and dissatisfaction. This paper proposes a customer-centric approach to addressing these challenges, focusing on understanding user needs, preferences, and pain points. By employing techniques such as user research, journey mapping, and iterative design, businesses can tailor digital payment solutions to better meet customer expectations. Additionally, incorporating feedback loops and continuous improvement mechanisms ensures that these solutions evolve in line with changing user behaviors and technological advancements. Ultimately, prioritizing the customer experience in digital payment systems not only enhances user satisfaction but also drives adoption and loyalty in an increasingly competitive landscape. This article looks at the major challenges users face while utilizing digital payments and how those challenges could impact user interfaces and the user experience as a whole. Considering the increasing importance of digital payments in today's financial transactions, it is imperative to identify potential for process improvements and gain an understanding of end-user perspectives.
