Best Practice Report

India Mobile Banking Benchmark: User Experience, 2017

Applying Forrester's Digital UX Review To Seven Indian Mobile Banking Apps

July 25th, 2017
With contributors:
Ashutosh Sharma , David Truog , Andrew Hogan , Alex Causey , Arnav Gupta , Bill Nagel

Summary

Forrester's research shows that good user experience (UX) drives revenue through ongoing loyalty, deepened trust, and increased conversion for banks — more so than for any other industry. Are Indian mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to seven banks in India. This report lays out our findings with a focus on best practices for customer experience (CX) professionals at retail banks who want to give their customers a high-quality experience.

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