Kotak Bank (Old)

This app has plethora of things to do but the app design is extremly poor. UX Designer did a good job but development team couldn’t build the UI. This app doesn’t save the state so any switch from this app to any other app or homescreen will male you lose the state were you were in the app and everything has to be restarted from scratch. Who develops such interfaces where you can’t preserve the state of the customer and everytime this app is switched, the state is gone. Biggest issue is when talking to the bot. First of all the bot has no machine learning and can’t reply to most of the questions. Then finally you get connected to customer service but even accidently switching the app will make you lose the iframe of customer care chat and all your wait and struggle is gone for a toss, restart again to connect to th agent. Every company on the globe are trying to minimize human interaction but kotak is the only company which is still living in stone age and believes that a customer can only be served after he calls the customer care and there is no thing called self serve.

UI is too complex for any given user. There’s no need to house everything in the mobile app. Use SSO and take the user to web for non-app centric features. The UI is clunky, slow and unresponsive at times. It seems the app tries to group various features under specific buckets within the app which makes it even more confusing. Very hard to trace back the steps once you’re deep in the app. Accessing transactions is key app feature which shouldn’t take 4-5 screen taps. Why can’t the user scan a check with camera and e-deposits the check (this will save time and effort)? If it were upto me, I would sit down with the UI designer to really re-think how the new digital india would interact with mobile app. Someone should seriously think about it at Kotak (banks need to think and do more on user experience front). Having just the core banking capabilities will not help Kotak to fight FinTech in near future.

Everything works well on App till I used faceId to login, If I try to open a fixed deposit, expectation is that it should go through since I have opened it through mobile banking earlier , but It asks for PAN number somehow, which is up to date for me. For the same flow if I provide my MPIN it works as expected and opens a Fixed deposit. In case of faceId expectation is that it should show some relevant error or ask for MPIN which looks like mandatory for every monitory transaction. Please look into this and let me know if I am doing any wrong. Thanks 👍🏼