Best Practice Report

North American Mobile Banking Benchmark: User Experience, 2017

Applying Forrester's Digital UX Review To 11 Mobile Banking Apps

November 17th, 2017
AH
Andrew Hogan
AC
Alex Causey
JW
Jennifer Wise
With contributors:
David Truog , Peter Wannemacher , Benjamin Ensor , William Willsea , Shayna Neuburg

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 North American mobile banking apps delivering good UX? To find out, we applied Forrester's digital UX review methodology to 11 banks from across Canada and the US. This report lays out our findings with a focus on best practices for customer experience (CX) pros who want to give bank customers a high-quality experience.

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