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Building Banking That Feels Like Your Favorite App with Ally’s Sathish Muthukrishnan

The Frictionless Experience

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The Balance of Friction and Feedback in Digital Banking

This chapter explores the critical role of consumer feedback in designing financial products, stressing the importance of transparency and measured friction in user experiences. It highlights insights from usability studies, personal anecdotes, and the necessity for a supportive corporate culture in addressing customer needs in a digital banking context.

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