Best Practice Report

Global Mobile Banking Benchmark: User Experience, 2017

Applying Forrester's Digital UX Review To 53 Mobile Banking Apps

July 13th, 2017
AH
Andrew Hogan
AC
Alex Causey
With contributors:
David Truog , Amit Bhatia , Riccardo Pasto , Zhi-Ying Barry , Peter Wannemacher , Jennifer Wise , Allegra Burnette , Tom Champion , Benjamin Ensor , William Willsea

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 mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 53 banks from around the globe. 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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