Trends Report

Banks: You're Building Too Many Apps

Separate, Standalone Apps Should Be Rare And Built For Unique Customer Segments Or Needs

February 27th, 2019
Zhi-Ying Barry, Senior Analyst
Zhi-Ying Barry Senior Analyst
Peter Wannemacher, Principal Analyst
Peter Wannemacher Principal Analyst
With contributors:
Frederic Giron , Aurelie L'Hostis , Benjamin Ensor , Julie Ask , Jeffrey Hammond , Piers Conway , Sam Bartlett

Summary

Many banks have developed multiple customer-facing mobile apps to address specific use cases, offer a particular function, or roll out new services, but some banks are still building too many apps, boasting portfolios of over 20. Building and maintaining multiple apps is costly; getting customers to use multiple apps is challenging; and ensuring consistently good experiences across apps is no easy feat. This report outlines challenges that multiple apps pose for digital banking teams and sets out the questions digital leaders should ask before building another app. This report was originally published in September 2016; Forrester reviews and updates it periodically for continued relevance and accuracy.

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