Forrester: Bank mobile apps frustrating, confusing
Mobile banking should be effortless, with financial institutions sharing data, offering helpful suggestions and automating frequent tasks. But according to a new report from Forrester Research on mobile banking apps, far too many banks offer frustrating apps that show little thought given to how consumers interact with their financial institutions — or at least how they should.
“Banks too often send customers to separate apps or web pages to view content. These experiences, which are often inconsistent with the main app, can feel disjointed and confusing for the customer,” said the report. “Menus disappear or compete with each other, names and icons have multiple meanings, or links take the customer out of the app without warning.”