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Are users really searching for autonomy and what could it mean for your app or your brand?
The new Miquido report answers these questions, analyzing why 60% of users prefer handling issues themselves and why 76% experience frustration when personalization is missing. By exploring the growing demand for independence, the report provides a strategic foundation and actionable insights to help brands accommodate these rapidly evolving user expectations.
The report offers a comprehensive look at how interaction fatigue is pushing industries like retail, travel, and foodtech toward more robust self-service ecosystems. From retail apps integrating returns and loyalty programs to foodtech platforms offering self-serve refunds and live tracking, the research covers a broad spectrum of digital transformation. These findings serve as a roadmap for businesses looking to implement autonomous features that reduce friction and increase user satisfaction.
Our lead researcher, Dominika Będkowska, conducted a deep dive into the state of the art across these key industries to identify what market leaders have already implemented. By analyzing current digital offerings, she pinpointed significant market gaps and areas where innovation is still missing for the modern consumer. This competitive analysis allows brands to see exactly where they can gain a foothold by offering tools that competitors have yet to adopt.
“The core shift we observe is the move from interfaces that merely assist us to autonomous agents that manage processes independently. When an application clearly shows why it made a specific recommendation or decision, users are far more likely to embrace it,” says Jerzy Biernacki, Chief AI Officer at Miquido.
The practical value of this approach is evidenced by the success of the myTUI app, which reached over one million downloads after integrating comprehensive self-service features. By allowing users to manage bookings and trip planning independently, the app achieved high store ratings while significantly reducing the burden on customer support. This case study proves that giving users the power to customize their own journey leads to measurable business growth and brand loyalty.
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