The New Pulse product from UK Fintech 11:FS uses videos to unlock the secrets of customers’ banking journeys from India to China and across the world.
FinTech consultancy 11:FS has launched a new-and-updated version of 11:FS Pulse, the second iteration of the world’s first (and only) financial services UX insights platform.
The product crowdsources customer experiences from traditional and challenger financial services companies. For the first time, users can view on-demand videos of real customer journeys on real bank accounts from all around the world.
This could be a user on the Ant Financial platform in China, a PayTM customer in India, somebody using US banking services or even a UK High Street Bank user.
Pulse offers a subscription service that is instantly accessible for traditional banks, challenger banks or any company interested in FinTech and understanding how to embark on new territory opportunities.
11:FS Pulse gives users a seat behind the eyes of the customer, with time-stamped user journeys, top tips for success, and in-depth analysis conducted by in-house expert researchers.
“We have seen great value from the video walkthroughs of end-to-end customer journeys on the 11:FS Pulse platform. Gaining direct access to a large breadth of content with slick UI lets us filter information categories and has dramatically reduced our lead times,” said Joe Wood, Digital Insight Manager at Nationwide Building Society.
The FinTech ecosystem has become more crowded than ever before with a plethora of companies and services targeting the market and non-FinTech challengers ready to break through the sector.
Hugh Cornejo is the Head of Design at UK challenger bank Monzo and he is equally effusive about the 11:FS Pulse platform.
“11:FS Pulse is an incredibly well-organised and comprehensive tool. If you are a designer working in FinTech you should be begging for an invitation to use it,” he said.
Stakeholders and product owners are locked in a battle for customers, which means that rich insights and easy-to-access challenger UX data is fundamental to creating products that customers will genuinely love.
There is a constant conversation around the current approach to UX research. The current landscape of customer experience analysis relies heavily on slow-moving reports that heavily extend lead times and often result in a product that is not fit-for-purpose, driven by second-hand data and high-level UX research.
“11:FS Pulse has been created to take the guesswork out of UX insights. We have some of the biggest brands in financial services currently using Pulse to drive their innovation initiatives… or just to keep a close eye on their competitors.
“What we hear when we demonstrate 11:FS Pulse to customers is ‘I can’t believe this didn’t already exist’. For many of our customers, it is a vital tool that gives them the edge that they need to deliver exceptional customer experiences,” said Ross Methven, Co-Founder, 11:FS.
With insights and rich user-journeys from Alipay, N26, and many others across the FinTech landscape, 11:FS Pulse wants to shape the future of FinTech, and is the first in a series of announcements from 11:FS, which will shortly announce significant talent hires to continue its expansion and scale.