Best Practice Report

The Forrester Banking Wave™: Hong Kong Mobile Apps, Q3 2019

Hong Kong Banks Must Improve Both Functionality And Usability To Create Great Experiences

August 14th, 2019
With contributors:
Frederic Giron , Benjamin Ensor , Nancy Lin , Han Bao , Sam Bartlett


Mobile apps have become the touchpoint of choice for people in Hong Kong to manage their finances. Digital banking teams need to build mobile banking experiences around customer needs, empowering customers to manage their finances while reassuring them with helpful support. To see how helpful and easy to use mobile apps are to customers, we evaluated the apps of five leading Hong Kong banks. This report lays out where these banks excel, where they lag, and what digital business strategy and customer experience executives can learn from them.

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