The Forrester Banking Wave™: European Mobile Apps, Q2 2019

Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester reviewed the mobile apps of 10 leading banks in Europe for both functionality and user experience (UX) in February and March of 2019. This report lays out where these banks excel, where they lag, and what banking executives can learn from them.

The Forrester Banking Wave™: European Mobile Apps, Q2 2019

Mobile apps have become the touchpoint of choice for millions of people to manage their finances. To find out how effectively banks are meeting customers’ expectations, Forrester reviewed the mobile apps of 10 leading banks in Europe for both functionality and user experience (UX) in February and March of 2019. This report lays out where these banks excel, where they lag, and what banking executives can learn from them.

BBVA continues to lead the pack in European mobile banking
BBVA took the top spot overall in our review of mobile banking apps by combining outstanding functionality with a well-designed user experience. Garanti, CaixaBank, and Intesa Sanpaolo also stand out.

Build the trust and positive emotions that earn loyalty
While most banking apps offer strong payment capabilities, many only offer limited or poorly designed money management and customer service features. Some apps still don’t help customers find what they are looking for, make them go through unnecessary steps, and don’t help them avoid or recover from errors. Digital teams need to build connections between isolated tools and support customer goals to elicit positive emotions from customers and earn greater loyalty.

Review how you design, develop, and deliver mobile banking
Digital teams should not only review what they offer to customers but also how they work together to design, develop, and deliver mobile banking experiences.