Banking Mobile UX Competitive Analysis
(Published Bi-Annual in April and October)
The Mobile Banking Competitive Index provided summarizes these new, successful, and well-received features across the banking industry so that both industry leaders and institutions, large and small, can make at-a-glance strategic decisions. The report features key areas that drive user satisfaction and quickly identify areas of improvement to satisfy existing and prospective customers. KLI’s research experts highlight opportunities based on a rigorous independent evaluation and that ultimately identifies trends and opportunities that move the entire industry forward.
Mobile Banking Competitive Index Overview
In this detailed report, KLI profiles the competitive mobile landscape of nine (9) of the top US retail banks, and ultimately reveals which bank offers its users the best mobile solutions:
- Bank of America
- Capital One
- Chase (JP Morgan Chase)
- Citibank (Citigroup)
- Navy Federal
- Pen Fed
- U.S. Bank
- Wells Fargo & Company
The evaluation includes a general discussion about what these banks are doing to provide for their existing and prospective retail banking users via mobile-optimized sites and apps (iOS and Android). Data is captured from actual users of each bank and includes screenshots of features from behind-the-login screens of each provider.
Additionally, Key Lime Interactive (KLI) shares the methods employed to rank the banks based on consumers’ self-reported preferences and insights; provides a best-in-class feature list, as well as a comparative list of the available features of the six; and identify trends and opportunities that bridge the gap between consumer expectations and the current banking solutions. This consumer-based solution differs from other similar reports as KLI uses these consumers’ preferences to weigh the importance of features.
View Competitive Benchmark Report: Mobile Banking Competitive Index Overview PDF
Competitive Index UX Methodology
An expert capabilities assessment, comparative feature ranking, and user ratings were combined to determine an overall score and ranking.
User feedback is incorporated by gathering responses (n=500), to understand which features and tasks were must-haves when it comes to interacting with the mobile property of a retail bank. From those results, KLI prioritized user’s needs and preferences, and then placed the features into four tiers relative to the importance and these tiers played a part in the weighted score we awarded each feature when tabulating a final score for each mobile property.
Additional information about KLI’s methodology is detailed in the detailed report. Request Detailed Report.
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This report goes far beyond a basic heuristic evaluation or expert review, KLI’s methodology is unique because it incorporates consumer preferences.
These insights summarize new, successful, and well-received features across the finance industry.
The evaluation includes a general discussion about what these companies are doing for their existing and prospective customers via mobile-optimized websites and apps (iOS and Android). Data is captured from actual customers of each issuer and includes screenshots of features from behind-the-login screens of each provider.
Cruise Competitive Index
Each year the benchmark will examine sites’ top problem areas from the previous year and any site redesigns/changes made subsequently, to answer the question: Have the sites made changes that have improved or worsened the user experience?
Here’s a sneak peek of the top-ranking brands in your industry. Contact us to request a full UX competitive analysis:
Mobile Web Score: 85%
Mobile Web Score: 85%
Mobile Web Score: 83%
Unbiased Third-party Mobile UX Research
Get the Competitive Intelligence you need to stay ahead of your competitors. Competitive Insights, an intuitive competitive intelligence software, incorporates consumer preferences of features and capabilities that they consider critical for a successful experience including:
- A complete listing of overall rankings
- A detailed scoring breakdown of all capabilities and features reviewed
- Screenshots from behind the login screens of all competitors sites & apps
- A comparative list of current mobile capabilities available on each mobile app
- Detailed descriptions of how users can complete tasks on the mobile device (e.g. pay a bill, look at account history, etc.)
- User feedback collected regarding feature preferences
- Identifies key success factors, best-in-class features, areas for improvement, and why some companies are lagging behind
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Best-in-class Mobile CX Comparisons
Gain insights into typical behaviors and context for the use of your product with year-over-year brand performance ratings across mobile web + mobile app across iOS and Android.
Get full access to a library of screenshots of your competitor’s latest mobile designs indexed by feature, brand, and release date.
Dynamic Change Tracking Tables
See when top brands in your industry update, remove or add new mobile features.
Features Ranked By Consumers
View results from over 500 active consumers on the mobile features they value most in your industry.
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