Skip to main content

Save or Share this Report

For Customer Experience Professionals

North American Mobile Banking Benchmark: User Experience, 2017

Applying Forrester's Digital UX Review To 11 Mobile Banking Apps

November 17, 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 North American mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 11 banks from across Canada and the US. This report lays out our findings with a focus on best practices for customer experience (CX) pros who want to give bank customers a high-quality experience.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


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

Recommended Research