Best Practice Report

The Forrester Banking Wave™: Canadian Mobile Apps, Q2 2018

Mobile Banking Apps Fail To Balance Great Functionality With Great User Experience

June 7th, 2018
AP
August du Pont
With contributors:
Benjamin Ensor , Amelia Nickels , Sam Bartlett

Summary

Digital banking leaders need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring customers by providing support along the way. To see how helpful and easy to use mobile apps are to customers, we evaluated the mobile apps of six large Canadian banks. This report lays out where these banks excel, where they lag, and the lessons for digital business strategy and customer experience executives.

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