Novo Bank is launching a fully digital savings account with no physical branches, no paper statements, and no phone-based service — all support is provided through an AI chat assistant and in-app help content. The head of digital wants to conduct user testing but the product team argues the interface already aligns with industry UX standards. Which argument MOST effectively justifies user testing despite the product team's confidence?

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The AI chat assistant must be trained on real customer interaction data to perform accurately, and user testing is the only approved method for generating the required training dataset before launch

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Financial services are high in credence and experience qualities — internal UX standards cannot predict how real customers will feel, behave, and respond during actual use, and a fail point discovered post-launch in a trust-critical category carries far greater remediation cost than pre-launch testing

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Regulatory obligations under Australian financial services law require new digital banking products to complete user testing with diverse participant groups before being licensed for public release

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Without user testing, the bank cannot generate the authentic customer testimonials and early adoption case studies needed to market the product credibly in a competitive digital banking market

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Novo Bank is launching a fully digital savings account with no physical branches...

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