Trends Report

How USAA Sets The Benchmark For Differentiation In Mobile Banking

May 30th, 2018
James McQuivey, PhD, VP, Research Director
James McQuivey, PhD VP, Research Director
With contributors:
Peter Wannemacher , Keith Johnston , Olivia Morley , Rachel Birrell

Summary

The US mobile banking category suffers from a lack of differentiation among the big players. Many mobile experiences meet basic functionality and usability criteria, but few stand out. USAA is the exception, with Benchmark scores well above average. In this podcast-style interview with USAA's digital strategy leaders, we explain how banks can go beyond our criteria to create mobile experiences that surprise and delight consumers.

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