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For Customer Experience Professionals

Global Mobile Banking Benchmark: User Experience, 2017

Applying Forrester's Digital UX Review To 53 Mobile Banking Apps

July 13, 2017


Why Read This Report

For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 53 banks from around the globe. This report lays out our findings with a focus on best practices for CX pros who want to give bank customers a high-quality experience.

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Table of Contents

  • Banks Frustrate Customers With Poor UX Design
  • What The Best Mobile Banking Apps Do Well
  • Recommendations

  • How Banks Should Elevate App UX
  • Supplemental Material
  • Related Research Documents

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