Best Practice Report

The Forrester Banking Wave™: Indian Mobile Apps, Q2 2019

While Evolving New Functionality, Focus On Usability Too

May 30th, 2019
Arnav Gupta, null
Arnav Gupta
Amit Bhatia, null
Amit Bhatia
With contributors:
Ashutosh Sharma , Benjamin Ensor , Sukriti Dangi , Bill Nagel

Summary

Mobile apps have become the touchpoint of choice for millions of Indians to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of seven large Indian banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience (CX) executives can learn from them.

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