Best Practice Report

The Forrester Digital Experience Review™: US Mobile Banking Apps, Q3 2020

USAA And Bank Of America Lead With Valuable Features, While Digital Bank Brands Offer Strong User Experiences

August 6th, 2020
With contributors:
Oliwia Berdak , Senem Guler Biyikli, PhD , Madeline King , Piers Conway , Sam Bartlett


For millions of Americans, mobile apps have become the hub of their banking relationship and the starting point for many financial decisions and activities. To gauge how effective and easy different mobile banking experiences are, we evaluated nine banks' smartphone apps. This report lays out where these companies excel, where they fall short, and how bank executives and their teams can learn and improve their own mobile banking efforts.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.