Empathy Map of Fintech App - Revolut

Insights Gathered from the Empathy Mapping Process

The empathy mapping process provided valuable insights into the needs, pain points, behaviors, and emotions of different Revolut users. By analyzing the thoughts, feelings, actions, and words of each persona, we identified key trends that impact user experience.

Common Pain Points Across Users:

🔴 Unexpected Account Freezes: Users, especially travelers and business users, face sudden account blocks without prior notice, leading to frustration and inconvenience.

🔴 Limited Customer Support: Many users struggle with delayed responses from Revolut’s support team, especially when facing urgent issues.

🔴 Hidden Fees & Unclear Charges: Users are confused about ATM withdrawal limits, crypto trading fees, and international transfer costs, which creates trust issues.

🔴 Delayed Transactions: Business users and everyday consumers experience slow international transfers and pending deposits, disrupting financial planning.

🔴 Overwhelming UI & Feature Overload: Young professionals find the Revolut app cluttered, making navigation difficult and reducing overall usability.

User Needs & Expectations:

✅ Better Transparency: Users want clearer fee structures and real-time transaction tracking to avoid unexpected charges.

✅ Reliable & Faster Transactions: Business users and freelancers require faster international payment processing without delays.

✅ Improved Customer Support: A need for 24/7 live chat or priority support to address urgent banking issues.

✅ Enhanced UI Customization: Users seek a more intuitive interface with customizable dashboards to improve usability.

✅ Offline & Physical Banking Options: Some users feel restricted by the lack of cash deposit points or in-person banking services.

Emotional Responses & User Behavior:

😡 Frustration & Stress: Users get anxious when funds are delayed, accounts are locked, or fees are unclear.

🤔 Skepticism & Distrust: Hidden charges and slow responses reduce trust in Revolut’s services.

🚀 Desire for Innovation: Many users appreciate Revolut’s modern features but want better usability and support.

💡 High Engagement with Competitors: Users actively compare Revolut with other digital banks, considering switching if issues persist.

Conclusion & Next Steps

The insights from empathy mapping reveal clear opportunities for improving Revolut’s user experience. Addressing pain points through better transparency, faster service, improved UI, and stronger support can increase user satisfaction and retention.