Best Practice Report

The Forrester Digital Experience Review™: Australian Mobile Banking Apps, Q4 2023

Westpac Takes The Lead With Strong User Experience And Robust Functionality

October 31st, 2023
Riccardo Pasto, Principal Analyst
Riccardo Pasto Principal Analyst
Zhi-Ying Barry, Principal Analyst
Zhi-Ying Barry Principal Analyst
With contributors:
Rick Parrish , SiDing Wang , Janis Teo , Bill Nagel

Summary

Mobile apps have become the channel of choice for millions of banking customers. To gauge the effectiveness and ease of use for different mobile banking experiences, we evaluated the smartphone apps of five banks across Australia. This report identifies leaders in mobile banking functionality and user experience (UX) and shares best practices that digital business and customer experience (CX) professionals can learn from.

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