OVERVIEW
In 2021, Azimo introduced Open Banking as a new way for users to fund transactions without entering card details. As one of the early adopters in this space, the goal was to offer a more secure and cost effective payment option.
By reducing transaction fees, Azimo could pass savings directly to customers, allowing them to send more money for less while improving overall trust and security.
DISCOVERY
This was my first exposure to Open Banking, and early research revealed hesitation from both the team and users due to unfamiliarity with the concept. Hands on testing and user interviews helped uncover a key insight: once users understood the flow and tried it themselves, they found it simpler and safer than card payments.
Clear language and reassurance were critical to overcoming initial skepticism and encouraging adoption.
SOLUTION
To make the experience approachable, we referred to Open Banking as Instant Bank Transfer, a term users found easier to understand. Instead of entering card details, users select their bank and are redirected to their banking app to approve the transaction.
Once approved, they return to the Azimo app and receive clear confirmation that the transfer has been completed, closing the loop with confidence.
RESULTS
The feature successfully introduced a new, lower cost payment method that benefited both the business and its users. Customers responded positively, frequently requesting the feature during interviews due to the promise of reduced fees.
The project shifted internal and user perception of Open Banking and demonstrated how thoughtful naming, education, and flow design can drive trust and adoption in emerging financial technology.
