Best Practice Report

European Mobile Banking Benchmark: User Experience, 2017

Applying Forrester's Digital UX Review To 17 Mobile Banking Apps

July 24th, 2017
AC
Alex Causey
AH
Andrew Hogan
With contributors:
David Truog , Aurelie L'Hostis , Benjamin Ensor , Edoardo Zavarella , William Willsea , Rachel Birrell

Summary

For banks, good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion, as Forrester's research has proven. But are European mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 17 banks from across Europe. This report lays out our findings with a focus on best practices for CX pros who want to give bank customers a high-quality experience.

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