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The Mobile Revolution in Finance: From Support Channel to Decision-Making Hub. How Has the Role of Leasing Apps Evolved Over the Years?

November 3, 2026•13 minutes•Leasing•
How Has the Role of Leasing Apps Evolved Over the Years

    Just a few years ago, a mobile app in the leasing industry was considered a “nice-to-have” solution that enhanced the customer experience but wasn't a deciding factor in how competitive an offer was. Today, the picture looks completely different. The app is increasingly the primary point of contact between lessees and financial institutions, and its quality directly affects how customers perceive the entire brand.

    However, this change didn't happen overnight. After all, leasing doesn't operate in isolation from its closely related industry: banking. Leasing customers are also banking customers, and over the years, banks have accustomed them to handling most of their financial matters quickly, intuitively, and directly from their smartphones. It's no surprise, then, that customers have come to expect the same level of convenience and accessibility from leasing services, treating it as a natural benchmark for their experience.

    What Really Drives Users? The Psychology Behind App Design

    The scientific reasoning behind these behaviors is explored by Aga Szóstek, an experience designer and expert in strategy and leadership, in her first book, "Umami Strategy: How to Combine Business with Experience Design and Stand Out in the Market." In her book, she emphasizes that:

    “(...) When your brand addresses customers' basic needs, a small dose of pleasure-related hormones, including dopamine, is released into their bloodstream, making them more willing to take advantage of your offer. If these basic needs are overlooked, the experience falls below an acceptable level, triggering a significant release of stress hormones, such as adrenaline, and creating a sense of threat. Customers may not be able to stop using your services immediately, but they'll do everything they can to minimize unpleasant experiences associated with interacting with your brand. (...) What's more, as humans, we respond less strongly to the prospect of gaining something than to the possibility of losing something. If your offering fails to address certain fundamental needs, customers will feel they're wasting their time, money, or attention. They'll react more strongly to these negative experiences, and the memories of those interactions will become more deeply ingrained.”

    For financial institutions, this has significant implications. Without a fully functional leasing app that allows customers to handle essential matters independently, a crucial part of the customer experience is missing. Customers who are used to managing most of their finances digitally expect the same convenience from leasing services. Having to make phone calls, send emails, or struggle with unintuitive processes at a physical branch creates frustration and makes them feel they're wasting time, losing control, and sacrificing convenience.

    These negative experiences, as the psychological mechanism described above suggests, can linger longer than the positive impression created by additional features or benefits. Even competitive pricing or excellent advisor support may struggle to outweigh these frustrations, making it harder to build a positive customer experience and maintain long-term loyalty.

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    The leasing industry no longer has a choice. It needs to keep pace with growing customer expectations, and the market is already starting to respond. Leasing customers in Poland now have access to solutions that allow them to sign a car leasing agreement entirely remotely. The entire process, from submitting an application to signing the agreement, takes place on a single platform. Solutions from Millennium Leasing, Pekao Leasing, and ING Lease Polska reduce required paperwork and enable electronic signatures, making the process simpler and faster.

    Magdalena Jaworska

    Magdalena Jaworska

    General Manager Corporate Banking at Ailleron

    Paperwork-Free Leasing: How Do Leasing Apps Simplify Asset Financing?

    A change in the leasing industry, led by the Polish Leasing Association (ZPL), has been advocated for over the years and has finally become a reality. Removing the requirement for a so-called “wet signature” has paved the way for fully digitalizing the leasing process. For the sector as a whole, it marked an important step toward eliminating further regulatory and technological barriers. The goal has shifted toward bringing the entire leasing process online, from selecting an offer and submitting an application to signing the final agreement.

    However, this transformation has changed more than just where customers handle their leasing matters. It's also influenced how the entire customer experience is designed. Today, the expectation is that business owners should be able to complete the entire process at a time that suits them, using whichever device they have at hand. A lessee can now start filling out an application on their smartphone while commuting home from work or between meetings, then seamlessly switch to a computer to finalize and sign the agreement. As a result, digitalizing leasing is no longer simply about “moving forms online.” Increasingly, it's about designing the entire customer journey around lessees' everyday routines and needs.

    What Changes Has the Introduction of Documentary Form Brought to Leasing?

    The new regulations, which removed the requirement for a traditional “wet signature” for a leasing agreement to be legally valid, have not only digitized the way businesses obtain financing but also significantly simplified the entire process. Previously, the traditional leasing model followed a linear, multi-step journey: contacting an advisor, preparing an offer, manually submitting an application along with the required financial documents, and waiting for the lessor's decision. Modern leasing apps are transforming this journey into an automated online process, eliminating paper-based document workflows and manual data entry while significantly reducing the time needed to serve customers.

    In some respects, the Polish leasing market, where leasing finances nearly 44% of business investments, is becoming increasingly similar to e-commerce. Over the years, e-commerce has evolved not only in response to changing shopping habits but also thanks to the widespread adoption of new, increasingly convenient payment methods. Today, it's not just B2C consumers who expect fast, efficient, and flexible financing solutions tailored to their needs. Business owners are looking for the same convenience. By enabling leasing agreements to be concluded in documentary form, leasing apps now make it possible to secure financing quickly, conveniently, and without leaving home.

    The last of these factors, the speed and simplicity of the process, is particularly important to Polish business owners. According to the study “Business Owners' Opinions on Leasing in Poland,” commissioned by the Polish Leasing Association (ZPL) in March 2026, speed and simplicity rank among the most important factors influencing the choice of a leasing company, alongside financial terms and conditions, effective communication, and trust in the brand.

    Is the Leasing Industry Ready for Mobile-Only Customers?

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    Mobile banking is no longer just one of several ways to interact with a bank. For a growing number of customers, it's becoming their primary channel. According to the latest NetB@nk report from the Polish Bank Association, the number of active mobile banking app users reached 27.7 million in Q1 2026, up 2.2% quarter-over-quarter and 9.0% year-over-year. Even more telling is the size of the ‘mobile-only’ segment, with over 21 million customers now accessing banking services exclusively through mobile apps. The financial industry can no longer afford to ignore this trend. Although these figures relate specifically to mobile banking, they also clearly indicate what customers will increasingly expect from leasing companies: the ability to complete the entire leasing process directly in an app.

    Patrycja-Leszek-Królikowska

    Patrycja Leszek-Królikowska

    Head of Experience Strategy & Design Excellence at Ailleron

    The growing importance of speed and convenience reflects a broader shift in customer expectations toward financial services. A good example is the continued popularity in Poland of solutions such as BLIK, which lets users make payments and transfers directly from their smartphones, and Revolut, which lets them manage their finances through an app, from everyday transactions to services used when traveling abroad. The widespread adoption of these solutions has made speed, intuitive user experiences, and minimal paperwork the standard customers have come to expect, not just from financial providers but from other services as well.

    These expectations are particularly evident among Gen Z customers, for whom mobile devices and digital channels are a natural part of how they access financial services. What matters most to this generation is completing as much of the process as possible independently online, getting quick feedback, accessing clear and transparent terms, and minimizing paperwork and the number of steps that require direct contact with a financial institution.

    Leasing for Gen Z: Is the Market Ready for a Generational Shift?

    According to EY, Generation Z includes people born between 1995 and 2012. This means that the youngest members of this generation are still in education and will gradually enter the workforce over the coming years. Meanwhile, the oldest Gen Zers are turning 31 in 2026. They're already active in the job market, increasingly earning their own income and making independent financial decisions. As a result, they already represent an important customer segment for leasing companies, and their significance will only continue to grow in the years ahead.

    These changing expectations among financial services customers need to be considered alongside developments in the leasing market itself. According to the previously cited report by the Polish Leasing Association (ZPL), Poland remains Europe's fifth-largest leasing market by the value of leasing-financed investments. With a total of €28.2 billion, Poland ranks ahead of countries including the Netherlands, Sweden, Belgium, Spain, and Denmark, trailing only the United Kingdom, Germany, France, and Italy.

    The market's growth rate is even more telling. The Polish leasing market grew 9.8% year over year, recording one of the strongest performances among Europe's ten largest leasing markets. As the market expands, so does the number of customers whose experiences, habits, and expectations will shape its development in the years ahead.

    For leasing customers, the quality of the digital experience, app functionality, and access to an increasingly broad range of value-added services (VAS) through these apps are becoming more important. To maintain their current growth pace, companies that combine attractive financing options with simple, fast, and comprehensive digital services will be better positioned to gain a competitive advantage.

    How Are New Regulations Changing App Design? CCD2 and Compliance by Design in Leasing

    When designing mobile apps for the financial sector, it's important to recognize that user convenience, process speed, and an attractive interface are no longer the only priorities. The regulatory landscape and the need to develop solutions that comply with new EU regulations are equally important. These regulations primarily aim to strengthen consumer protection and adapt it to changes in the financial market, particularly the ongoing digitalization of services and the emergence of new financial products and ways of offering them. At the same time, they'll standardize the rules governing credit advertising, both in general marketing communications and in the promotion of specific products.

    One of the main objectives of the EU's CCD2 Directive is to balance the benefits of digitalization and easier access to consumer credit with limits on practices that could undermine consumer interests. The deadline for adopting national legislation implementing CCD2 was November 20, 2025, while the directive provides for the new rules to apply from November 20, 2026.

    However, these regulations extend beyond the banking sector. They'll also affect the leasing industry, particularly rental and consumer leasing agreements that include an obligation or option to purchase the asset covered by the agreement. From a leasing app design perspective, CCD2 therefore signals a shift toward a “compliance by design” approach for UX and UI teams. In practice, this means regulatory compliance can't simply be added as an extra layer of terms and conditions or legal documentation. Instead, it needs to be built directly into the process architecture and user journey. A well-designed leasing app will therefore need to combine an intuitive user experience with full regulatory compliance.

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    FAQ

    What Was the Written Form Requirement for Leasing Agreements?

    The written form requirement for leasing agreements meant that a leasing contract had to be concluded in writing to be legally valid. This requirement stemmed from Article 709² of the Polish Civil Code, in the version in force until July 12, 2025, which referred to the general principle set out in Article 78 § 1 of the Civil Code. Under this provision, the written form required the parties' handwritten signatures. In practice, this meant that the agreement had to be physically signed or executed using a qualified electronic signature, which is legally equivalent to a handwritten signature.

    What Is the Documentary Form of a Leasing Agreement, and Which Regulations Govern It?

    The documentary form of a leasing agreement allows a contract to be concluded without a handwritten signature or a qualified electronic signature, provided that the declaration of intent is recorded in a document in a way that makes it possible to identify the person who made it. This follows from Article 77² of the Polish Civil Code. Since July 13, 2025, Article 709² of the Civil Code has explicitly required leasing agreements to be concluded in documentary form. This change was introduced by the Act of May 21, 2025, Amending Certain Acts to Deregulate Economic and Administrative Law and Improve the Rules for Drafting Economic Legislation (Journal of Laws 2025, item 769). In practice, introducing documentary form has paved the way for concluding leasing agreements remotely, for example, via email, SMS, or a properly designed in-app process.

    What Is E-Leasing?

    E-leasing, also known as online leasing, is a digital approach to concluding and managing leasing agreements, allowing you to complete different stages of the process remotely. This includes selecting an offer, submitting an application and required documents, assessing financing eligibility, and signing the agreement without visiting a physical branch or handling paper-based documentation. E-leasing development accelerated after Poland introduced a documentary form for leasing agreements.

    What Is the Mobile-Only Approach in Financial Services and Leasing?

    Mobile-only refers to a model in which a smartphone and mobile app become the primary or only digital channel for accessing a service. In banking, the Polish Bank Association defines mobile-only customers as those who use a mobile banking app without also using online banking through a web browser. In Q1 2026, Poland had over 21 million such customers.

    In the context of leasing, the mobile-only approach means designing the entire process so that customers can complete all essential tasks, from initiating a leasing application to managing their agreement later on, without having to switch to a computer.

    How Does Mobile-Only Differ from the Mobile-First Approach?

    Mobile-first is a design approach in which a product is initially designed for the smallest screen, then adapted and expanded for tablets and computers. It doesn't mean abandoning other devices; it means treating smartphones as the starting point of the design process. Mobile-only takes this a step further, assuming that for some users, a smartphone may be the only device they need to access a service. In leasing, this means designing not just a mobile interface but also a complete customer journey that can be completed entirely within an app.

    What Are Value-Added Services (VAS) in Leasing?

    Value-added services (VAS) in leasing are additional services that go beyond basic financing and using a leased asset. They may include insurance, vehicle servicing and maintenance, roadside assistance, fleet management, parking and toll payments, and other digital services accessible directly through an app. VAS allow leasing apps to evolve into comprehensive customer service platforms, rather than simply tools for checking leasing agreement details.

    What Is the CCD2 Directive, and What Changes Does It Introduce?

    CCD2 (Consumer Credit Directive 2) is Directive (EU) 2023/2225 of the European Parliament and of the Council of October 18, 2023, concerning consumer credit agreements. It replaces the previous Directive 2008/48/EC and strengthens consumer protection in areas including credit advertising, pre-contractual information, creditworthiness assessments, explanations of financing terms, and the electronic conclusion of agreements. CCD2 also extends the scope of regulation to certain rental and leasing agreements that include an option to purchase the asset covered by the agreement.

    EU Member States were required to adopt implementing legislation by November 20, 2025, with the new rules scheduled to apply from November 20, 2026. As of August 21, 2026, Poland's legislation implementing CCD2 was still listed in the official legislative work register as draft bill UC82, the Draft Act on Consumer Credit and Amendments to the Consumer Rights Act. Therefore, November 20, 2026, should be understood as the application date established by the directive, rather than a confirmed effective date of a specific Polish law that has already been enacted.

    Does the CCD2 Directive Apply to All Leasing Agreements?

    No, CCD2 doesn't apply to all types of leasing agreements. Under the proposed Polish legislation implementing the directive, the new regulations are intended to cover, among others, rental and leasing agreements that include an obligation or option to purchase the leased asset. Agreements that don't provide for an obligation or option to purchase the asset, either in the agreement itself or in a separate arrangement, are expected to remain outside the scope of these regulations. This change is particularly significant for consumer leasing agreements with a purchase option, as some of these products will fall under broader consumer protection requirements.

    What Is Compliance by Design in Leasing App Development?


    Compliance by design is an approach in which legal and regulatory requirements are incorporated into the design of a product, process, and user journey from the outset, rather than being added after an app has already been developed. In financial services, this means embedding requirements related to mandatory disclosures, consent management, risk controls, and the presentation of financial offers directly into the architecture of digital processes. In a leasing app, compliance by design may involve structuring the sequence of screens, messages, and user decisions to make the process both intuitive and compliant with regulatory requirements. With the introduction of CCD2, this approach will become increasingly important, as the new EU regulations directly influence how digital customer journeys are designed.

    What Is Customer Self-Service in Leasing?

    Customer self-service in leasing is a model that allows lessees to independently handle essential tasks related to financing and managing their leasing agreements through an app or another digital channel, without contacting an advisor every time. This enables leasing apps to take over simple, repetitive tasks, allowing advisors to focus on matters that require consultation or individual decision-making. As customer expectations continue to rise, handling everyday leasing matters independently is becoming a standard part of the financial services experience, not just an extra perk.

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