Designing Gamification for Ongoing Digital Banking Engagement

Digital banking has become customers’ primary touchpoint with their financial institutions, yet engagement remains shallow. Customers log in frequently but extract limited value from the growing range of digital tools available to them, instead spending most of their time reviewing transactions and cash positions. Poorly executed gamification has contributed to this gap by prioritizing novelty, visuals, and short-term activation over behavior, trust, and habit formation. When gamification is grounded in behavioral design, however, it can help consumers deeply understand their financial lives, build confidence through visible progress, and engage more consistently in ways that benefit the customer and the bank. 

The strongest opportunities for meaningful impact from gamification lie in financial fitness, feature adoption, and security, with each requiring a distinctive approach. Progress and effort should anchor financial fitness; education and relevance must empower feature adoption; and security demands informed vigilance and account owner involvement rather than urgency or fear. Digital banking strategists should design gamification to reinforce repeatable, compelling behaviors, and measure success through sustained use rather than initial interest and adoption.

Key questions discussed in this Digital Strategy & Experience report: 

• How can gamification be used to cultivate desired customer behaviors and habits?
• What areas of digital banking are ripest for gamification techniques?
• What should digital banking strategists prioritize as they seek to gamify experiences? 

Companies Mentioned: 

Ally Bank, Cash App, Credit Karma, Duolingo, Google, Intuit, Monzo, PayPal, Venmo, Zelle