Sometimes Customers Explain Your Product Better Than You Can. By Dr. Louis Anegekuh

When we started building KiiBank’s multi-currency platform, we spent months discussing features.

Should we launch the UK Account first?

Should we include the Personal Euro IBAN?

How should customers add another currency?

How do we make the experience feel effortless?

Like many founders, we became immersed in what we were building.
Customers, however, don’t think in features.

This week, we released a simple 20-second video.

David asks Sarah a question many people in the UK would naturally ask.

“But can’t you just use Barclays to send money home?”

Sarah replies,

“Unfortunately, Barclays doesn’t allow me to send money instantly into bank accounts in Nigeria. With KiiBank, I have my own UK Account, my Personal Euro IBAN, and I can send money home from the same app.”

What fascinated me wasn’t the video itself.

It was the reaction afterwards.

Nobody talked about the animation.

Nobody talked about the interface.

Nobody even talked about the UK Account or the Personal Euro IBAN individually.

Instead, they kept coming back to one idea.

“Everything is in one app.”

That single sentence validated months of research.

We didn’t build multi-currency because we wanted to offer more currencies.

We built it because we believed managing money across borders shouldn’t require switching between different financial services.

The positive feedback from our first customers has reinforced that belief.

The suggestions we’ve received have also reminded us that every launch marks the beginning of the next phase of building.

As founders, it’s easy to measure success by the features we release.

I’m learning that the better measure is when customers instinctively understand why you built them.

We’ll keep listening.

We’ll keep learning.

And we’ll keep building.