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The Forrester Banking Wave™: Mainland China Mobile Apps, Q2 2019

Chinese Banks Offer Great Functionality And Usability, But There's Still Ample Room For Improvement

June 25, 2019

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Why Read This Report

Mobile apps have become the touchpoint of choice for millions of people in China 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 six banks in mainland China. 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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Table of Contents

  • Chinese Banks Focus On Digital To Serve Mobile-First Customers
  • Focus On Improving Usability And Money Management Capabilities
  • Recommendations

  • Rethink How You Design And Deliver Mobile Banking Experiences
  • How Forrester Can Help

  • Get Objective Recommendations For Your Mobile Apps
  • Supplemental Material
  • Related Research Documents

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