20. Your bank is happy to outsource what the customer most wants: service.

21. Your bank also believes that personal service is more important than user friendliness in e- and mobile banking.

22. Your bank thinks design is what things look like, and not how the things function.

23. Your bank thinks it has to add complicated jargon,with conditions, risks, hidden prices and fees, all in small print, to its documents.

24. Your bank believes avatars and talking robots as client advisers or global investment offerings on banking apps are mosre important than easy core functions which are user friendly.