BBVA, a global leader in the digital experience five years in a row, according to ‘European Mobile Banking Apps, Q3 2021’

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According to the report, that “traditional banks can match the speed and agility of neobanks. Many banks have launched new applications this year or are in the process of doing so. Using cutting edge technology, modern development and delivery techniques, and plenty of developer resources, they can deliver better mobile experiences and go as fast as neobanks … or even faster. Although digital banks have always performed well in our assessment, they have been overtaken in terms of the mobile experience by the major incumbents ”.

By following these best practices in mobile banking applications to improve experiences, Forrester found that BBVA, and another European bank, are consistently leading in different areas of mobile banking.

In this way, the report states that BBVA is one of the banks that offers easy to understand spending forecasts which are grouped by budget category and that BBVA has a section in its app dedicated to sustainability, which includes a large portfolio. sustainable products such as loans, mortgages, cards and investments as well as practical tips to promote sustainable behaviors.

The Forrester Digital Experience Review

To find out how effectively banks are meeting customer expectations, Forrester examined the mobile apps of 13 European banking brands in June and July 2021 for both functionality and user experience. Forrester selected leading retail banks as well as four fast growing neobanks. Mobile banking applications are reviewed annually.

Forrester rated banks’ mobile apps on 25 functionality criteria and 25 user experience criteria. This research is combined with the results of unmoderated usability testing with 390 customers. Through this research, best practices in many categories are discovered.

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