Recent research by DNB indicates that 15% of the Dutch population has difficulty with the current payment system. More for more complex matters, such as opening an account, than for less complex matters. But even when paying in the store, half a million adults’ struggle.
It is good that DNB has carried out this investigation and it is good that these pain points are mentioned.
Despite all the good intentions of the financial industry, many people have problems with the products that have been and are being developed. It’s not strange at all. It is just hard to imagine for highly skilled developers, policy makers etc. to be low educated, low literate, old or visually impaired.
Experience experts are often deployed in other organizations that are also confronted with a lack of knowledge and skills. The National Forum on the Payment System does pay attention to this, but it often stops there. Involve experience experts directly in product development and policy making. Not only will products and society benefit from it, but you will also meet completely different people than your own bubble. A real win-win.
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