When it comes to managing our finances, mobile apps are the preferred touchpoint for the majority of people. According to data from analyst firm Forrester1, more than one-third of European online adults are active mobile banking users, and they prefer mobile apps to mobile websites for banking. This preference sets the banking sector apart from many others, where mobile websites are used more frequently than apps.
So, with the mobile banking app clearly established as a strategic touchpoint, Forrester has set out to discover how helpful and easy-to-use mobile apps are for customers. To do this, their analysts reviewed mobile apps from 10 leading banks in France, Italy, the Netherlands, Poland, Spain, and Turkey for both functionality and user experience (UX). Their conclusions are summarised in the report `The Forrester Banking Wave™: European Mobile Apps, Q2 2019´, which you can download here free of charge for a limited time.
The report shows that customer experience continues to be the main focus for banking applications. Alongside the addition of new capabilities to their banking apps, financial institutions should also ensure that the most popular tasks – checking an account balance, finding a particular transaction, and transferring money to another account – can be concluded in the fastest and most intuitive manner.
If you are curious about why these banks were chosen as some of the leading mobile banking services in Europe, I encourage you to read this report to gain a better understanding of where they excel, where they lag, and what lessons we can learn from their experience. Enjoy the read!
1) Forrester Analytics Consumer Technographics® European Financial Services Survey, H1 2017.