Best Practice Report

Bridge The Seams In Mobile Banking Experiences

Digital Feature Fix: Reduce Friction And Improve Cross-Channel UX

October 4th, 2019
Gina Bhawalkar, Principal Analyst
Gina Bhawalkar Principal Analyst
August du Pont, null
August du Pont
With contributors:
David Truog , Peter Wannemacher , Madeline King , Seles Sebastin , Amelia Nickels , Shayna Neuburg

Summary

Banks continue to expand their mobile experiences to include new features and content aimed at letting customers manage their finances from a mobile device. But with these additions, banks often create seams that impede or confuse customers trying to complete their goals. This brief explains why and how to bridge these seams and shows good practices from leading banks so that digital banking and experience design teams can more effectively win, serve, and retain customers.

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