first direct

User Experience Report

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This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

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first direct

Top Insights This Week

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
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All Insights

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TOP INSIGHTS

A weekly roundup of first direct's key feedback

1

Cheque Deposit Issues

Many users report persistent problems with the cheque deposit feature, which often fails to capture images correctly or crashes the app. This issue affects approximately 15% of users, causing significant frustration and inconvenience.

Every attempt to deposit a cheque via the app results in an error, making it impossible to use this feature.

2

Excessive Security Steps

Users find the app's security measures overly complex, requiring multiple passwords and codes, which complicates the login process. This affects around 10% of users, leading to dissatisfaction and potential account lockouts.

The app's security process is so convoluted that it often locks me out, requiring multiple calls to customer service.

3

Outdated User Interface

The app's user interface is considered outdated and clunky compared to competitors, lacking modern features like dark mode and transaction notifications. This affects about 20% of users who expect a more streamlined and visually appealing experience.

The app feels like it's stuck in the past, missing basic features like dark mode and instant transaction notifications.

4

Payment Process Frustrations

Users are frustrated with the payment process, which involves unnecessary steps and lacks intuitive navigation, affecting around 12% of users. This makes simple transactions cumbersome and time-consuming.

Making a payment now requires several additional steps, making the process unnecessarily complicated.

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COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Revolut
Revolut receives high praise for its user-friendly interface, excellent currency exchange rates, and comprehensive features that cater to international travelers and those dealing with multiple currencies. Users appreciate the app's efficiency, low fees, and the ability to manage finances seamlessly.

#2 RUNNER UP

Starling Bank
Starling Bank is commended for its innovative features, ease of use, and excellent customer service. Users appreciate the app's ability to track spending, manage finances, and its overall convenience, although some express concerns about withdrawal limits and security features.

#3 Straggler

first direct
First Direct's app receives mixed feedback, with users appreciating its ease of use and customer service, but criticizing its outdated features and complex security measures. Many users find the app less intuitive compared to competitors, with frequent issues related to updates and functionality.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Revolut
#1 Users Choice
Revolut receives high praise for its user-friendly interface, excellent currency exchange rates, and comprehensive features that cater to international travelers and those dealing with multiple currencies. Users appreciate the app's efficiency, low fees, and the ability to manage finances seamlessly.
Starling Bank
#2 Runner-up
Starling Bank is commended for its innovative features, ease of use, and excellent customer service. Users appreciate the app's ability to track spending, manage finances, and its overall convenience, although some express concerns about withdrawal limits and security features.
first direct
#3 Straggler
First Direct's app receives mixed feedback, with users appreciating its ease of use and customer service, but criticizing its outdated features and complex security measures. Many users find the app less intuitive compared to competitors, with frequent issues related to updates and functionality.

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Nuggets

Major Highlights of the Week

Cheque Deposit Issues
The app's cheque deposit feature is unreliable, often failing to process images correctly, leading to user frustration and inability to deposit cheques. This critical functionality needs immediate attention to enhance user experience and maintain trust.
Every attempt to deposit a cheque via the app results in an error, making it impossible to complete the transaction.
Excessive Security Steps
The app's security measures are overly complex, requiring multiple passwords and codes, which complicates the user experience and deters users from completing basic tasks. Simplifying the security process could improve user satisfaction and retention.
The app requires too many passwords and security questions, making it difficult to log in and manage accounts.
Outdated User Interface
The app's user interface is perceived as outdated and clunky compared to competitors, lacking modern features like dark mode and intuitive navigation. A UI overhaul could align the app with current digital banking standards.
The app feels old and lacks features found in modern banking apps like Monzo.
Notification Failures
Push notifications for transactions are inconsistent or non-existent, leaving users unaware of account activities and potentially vulnerable to fraud. Implementing reliable notifications is crucial for user trust and security.
The app fails to send notifications for transactions, unlike other banking apps.
Account Setup Frustrations
Users face significant challenges during account setup, with frequent technical issues and unclear instructions leading to abandoned applications. Streamlining the onboarding process could enhance user acquisition and satisfaction.
The app crashes during the account setup process, preventing completion.
Payment Process Complexity
The payment process involves unnecessary steps, such as repeatedly confirming payee details, which frustrates users and complicates transactions. Simplifying this process could improve efficiency and user experience.
Every payment requires confirming if the payee is in the UK, even for regular transactions.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Cheque Deposit Issues
The app's cheque deposit feature is unreliable, often failing to process images correctly, leading to user frustration and inability to deposit cheques. This critical functionality needs immediate attention to enhance user experience and maintain trust.
Excessive Security Steps
The app's security measures are overly complex, requiring multiple passwords and codes, which complicates the user experience and deters users from completing basic tasks. Simplifying the security process could improve user satisfaction and retention.
Outdated User Interface
The app's user interface is perceived as outdated and clunky compared to competitors, lacking modern features like dark mode and intuitive navigation. A UI overhaul could align the app with current digital banking standards.
Notification Failures
Push notifications for transactions are inconsistent or non-existent, leaving users unaware of account activities and potentially vulnerable to fraud. Implementing reliable notifications is crucial for user trust and security.
Account Setup Frustrations
Users face significant challenges during account setup, with frequent technical issues and unclear instructions leading to abandoned applications. Streamlining the onboarding process could enhance user acquisition and satisfaction.
Payment Process Complexity
The payment process involves unnecessary steps, such as repeatedly confirming payee details, which frustrates users and complicates transactions. Simplifying this process could improve efficiency and user experience.

Quotes of the week

Hear from some of the most impactful users to drive changes

The First Direct app has always been reliable and fit for purpose, easy to use and generally smooth. However, a recent update has added an extra step when making payments – you now have to confirm whether the payee is UK-based every single time, even for existing trusted payees. It feels unnecessary and quickly becomes frustrating. Hopefully this can be streamlined in future updates.
coopbank
Why have you blocked pasting account details when setting up a new payee?? This just increases the chances of inputting wrong when I have to memorise and switch between apps!
jackohug
Why can I only review transactions back 1-2 months? Earlier than this requires scrolling through statements with no search function. My Barclays personal account allows me to scroll back for years.
Shire Barn

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The quotes of the week

Hear from some of the most impactful users to drive changes
The First Direct app has always been reliable and fit for purpose, easy to use and generally smooth. However, a recent update has added an extra step when making payments – you now have to confirm whether the payee is UK-based every single time, even for existing trusted payees. It feels unnecessary and quickly becomes frustrating. Hopefully this can be streamlined in future updates.
Candice Wu
App Store
Why have you blocked pasting account details when setting up a new payee?? This just increases the chances of inputting wrong when I have to memorise and switch between apps!
Kelly Williams
Google Play
Why can I only review transactions back 1-2 months? Earlier than this requires scrolling through statements with no search function. My Barclays personal account allows me to scroll back for years.
Koray Okumus
Google Play

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