Senem Guler-Biyikli is a user experience (UX) researcher on Forrester’s customer experience team. In this role, she works closely with Forrester analysts and research directors to oversee and refine the evaluation methodology for B2C digital experience evaluative research projects. Following the UX evaluation methodology, she assesses the digital experiences that companies provide to their consumers. She’s based in Cambridge, Massachusetts.
Canadian banks’ mobile apps are meeting but not exceeding customers’ expectations. CIBC has the strongest overall mobile app, while Scotiabank leads in UX and RBC leads in functionality.
US banks’ mobile apps are mostly meeting but not exceeding customers’ expectations — our reviews show that USAA and U.S. Bank have the strongest mobile apps overall.
This report introduces best practices derived from consumer research and offers recommendations to assess how inclusive your content is.
This report lays out the common pitfalls and best practices for establishing user confidence that customer experience (CX) professionals, designers, and product leaders need to know.
Updating customers on service availability is not enough — 60% of bank customers we interviewed expect specifics on waived fees, delayed payments, and interest rate adjustments. Only 10% mentioned local branch status and availability.
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