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
Andrew Hogan, null
Andrew Hogan
Alex Causey, null
Alex Causey
Jennifer Wise, null
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.

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.