International Benchmark Banking Applications (Mobile or Tablet)
March 2015
Overview
• The UXalliance undertook to do an international research benchmark to gain insight in to the types of offerings banks and, in particular, their banking apps have. • The study evaluates the various service offerings as they pertain to banking apps allowing a holistic view of the international industry at large as well as the top players in the field. • We assessed a number of features and functionalities offered on the banking apps in order to identify trending functionality and best practices in the banking app industry within both the secure and unsecure environments. • The focus was on the landing pages and navigation for both areas within the individual apps, as well as registration and login in the unsecure area. Additionally, any features which were thought to be of note were included in the benchmark. • Twenty UXalliance partners participated in the study which included 40 banks from across the world.
Participating Partners 20 Countries, 40 Banks
Methodology
User experience consultants reviewed each site with the customer in mind, evaluating the various pages as well as performing certain tasks within each area. The study investigated the functions and features offered by the app and a UX score was provided for both the unsecure and secure journeys.
UX Score
Learnability The operation of the interactive system is easy to learn. • I can understand the terms and icons used by this product • The product allows me to learn how to use it without a great deal of thought Operability The features and functions are accessible and easy to use. • When I use this product, it always does what I want it to • Features and information are always where I expect them to be Product fit The system gives the user the feeling of belonging to a group of users. • The product is right for me • I am happy to be a user of the product • The product has exactly the features I need
Stimulation The user has fun as a result of the interactive system and stimulates him to try out new things with it. • • •
It was pleasant to use the product Trying out the product was exciting The product has interesting features
Look and feel The user is pleased by how the system looks and feels, as well as by Its operational/ signalling sounds. • •
I like the look of the product The product looks like a high-quality product
Banking Applications – Unsecure area Total percentages across all banks Navigation
Unsecure landing – 100% 60% Dashboard/ Services
Registering/logging in 90% PIN or password required
8% Select account
In-page icon navigation – 68% Bottom navigation – 25% Navigation container – 20% Top navigation – 8%
63% Register without logging in online
32% Login
55% Security features (e.g. One Time PIN) 23% Settings that remember some login details
Features & Functionality
43% View password entry
80% Contact bank
25% View share prices Apply for additional features Access other tools/apps
28% View foreign exchange rates Access financial calculators
65% Find a branch or ATM
International Benchmark – Banking applications: Unsecure area
Top 5 banks – UX score Garanti Bank (TUR)
Commonwealth Bank (AUS)
Osuuspankki (FIN)
Banorte (MEX)
Danske Bank (DEN)
Learnability
7
10
8
10
9
Operability
8
10
8
8
7
Product Fit
13
13
11
14
13
Stimulation
15
14
12
11
10
Look and feel
10
9
10
8
10
UX SCORE TOTAL
88%
93%
82%
85%
82%
FEATURES TOTAL
91%
73%
82%
64%
64%
OVERALL TOTAL
90%
83%
82%
74%
73%
Australia - HSBC Landing
Offers & Rewards Use of in-page icon navigation
Australia - HSBC Noted feature - Offers & Rewards
Australia - HSBC Login
Login requires two passwords OR password and security device PIN
Second password requires entry of randomly selected characters of password
Registration requires username, 1st password and 2nd password or security device pin
Separate security device generates a 6 digit PIN
Australia – Commonwealth Bank Landing
Use of container navigation with slide out menu
Use of in-page icon navigation
Australia – Commonwealth Bank Navigation
Container menu slides out from left and pushes page to the right along with container icon
Australia – Commonwealth Bank Login
Login requires a 4 digit PIN
Registration requires account number and online banking login
Brazil – Itau Landing
Use of in-page icon navigation
Brazil – Itau Login
Login requires branch number, account number and 4 digit PIN
Setting to remember some details for quicker login
Additional security feature in the form of 4 digit OTP when transacting Registration not required
Brazil – Bradesco Landing
Use of in-page icon navigation
Brazil – Bradesco Noted feature - Reminders
Reminders can be set for cheques issued and payments/transfers that must be done
Brazil – Bradesco Noted feature - Reminders
Brazil – Bradesco Login
Login requires branch number, account number, account owner and 4 digit PIN
Canada - Tangerine Landing
Use of container navigation with slide out menu
Use of in-page icon navigation
Canada - Tangerine Navigation
Container menu slides down from top of page
Touch ID: shortcut which uses iPhone's touch id to log in
Canada - Tangerine Register / Login
Setting to remember some details for quicker login
Login and Registration require client number, card number or username
Login and Registration require confirmation of pre-determined picture and phrase and PIN entry
Canada - RBC Landing
Use of tabulated inpage icon navigation Augmented reality "Find a Location"
Canada - RBC Noted feature - Find a Location
Canada - RBC Login
Login requires Username or Client Card Number and 8 32 alpha-numeric character password
Setting to remember some details for quicker login
Chile - Santander Landing
Use of in-page icon navigation
Discounts near you
Use of bottom navigation
Chile - Santander Noted feature - Discounts near you
Chile - Santander Login
Login requires ID number and 4 digit PIN
Registration not required
Chile - Banco de Chile Landing
Login requires an 8 character password Use of in-page icon navigation
Registration requires ID number, password, digital pass number and SMS
Chile - Banco de Chile Registration
Registration requires ID number and password
Registration requires code from security device
SMS sent for confirmation
Colombia - Bancolombia Landing / Login
Login requires confirmation of predetermined picture and 4 digit password
Login requires username
Registration must be done on website and bank provides initial password
Use of bottom navigation
Colombia - Citibank Landing
Use of in-page icon navigation
Colombia - Citibank Login
Login requires username and password
Setting to remember some details for quicker login Registration requires calling helpdesk to activate web services. Key is the same as online banking
Czech Republic – CG Money CZ Landing
Use of tabulated inpage icon navigation
Czech Republic – CG Money CZ Noted feature - What to do if …
Czech Republic – CG Money CZ Login
Login requires ID and password which are the same as online banking
App uses default device language but can be changed once in secure area
Denmark – Danske Bank Landing
Use of dial navigation
Denmark – Danske Bank Landing
Login requires user ID and 4 digit PIN
Registration must be done in-branch
Finland - Osuuspankki Landing
Use of in-page icon navigation
Digital rights management in App does not allow screenshots
Finland - Osuuspankki Login
Login requires username and 4 digit password on 1st screen
Registration must be done via online
Login requires 4 digit PIN on 2nd screen which must match the number of the card identified on screen
Finland - S-pankki Landing / Login
Login requires username and password
Login requires 4 digit PIN on 2nd screen which must match the number of the card identified on screen
Registration must be done via online banking
App language can be changed Use of bottom navigation
France - LCL Landing
Add a different profile to the App Use of in-page icon navigation
France - LCL Login
Setting to remember some details for quicker login
Login requires a username, 6 digit password and 10 digit PIN
France – Hello Bank Landing
Bank is purely internet based. Founded by PNB Paribas
Live chat with bank advisor
Use of in-page icon navigation Offers
France – Hello Bank Noted feature - Offers
Offers many features and services
France – Hello Bank Login
Login requires client number and 6 digit PIN
France – Soon Bank Landing
Bank is purely mobile based and can not be accessed on desktop or tablet
Use of in-page icon navigation Live chat with bank advisor
France – Soon Bank Registration
Use email or link to Facebook account
Registration requires pictures to be taken of proof of identity, bank details, proof of address, handwritten signature on a white sheet, last payslip
France – Soon Bank Login
Login requires ID number and 6 digit password
Germany - ING DiBa Landing
Locking cards via the App
Ability to take pictures of and upload documents Initial landing shows information about app like navigation
Germany - ING DiBa Landing Separate app available for viewing balances only Login requires account number and 6 digit PIN Setting to remember some details for quicker login
Use of bottom navigation
Lock card
Additional navigation which opens in slide out menu
Germany - ING DiBa Navigation - additional
Additional navigation which opens in slide out menu
Germany - Commerzbank Landing
Use of in-page icon navigation
Glossary for technical terms
Germany - Commerzbank Noted feature - Glossary for technical terms
Germany - Commerzbank Login
Logon requires account number and 5 digit PIN
Use of bottom navigation
India - Bank of Baroda Landing
Use of in-page icon navigation Refer a friend
India - Bank of Baroda Login
Login requires a 4 digit PIN
Registration requires phone number and 6 digit OTP sent as SMS
India - Citibank Landing
Use of in-page icon navigation
Assist for various unsecure transactions
Instant pay via SMS
India - Citibank Noted feature – Instant Pay
Pay a previously added recipient instantly
Use of bottom navigation
India - Citibank Noted feature – Instant Assist
View account balance, order cheque book etc
View credit card balance, due payment etc
India - Citibank Login
Login requires User ID and internet password
Registration not required
Italy - Widiba Landing / Login
Login requires username and typed or vocal password
Setting to remember some details for quicker login
Registration not required
Vocal password must be activated in profile
Italy - Webank Landing
Existing clients
New clients
Italy - Webank New clients
Information about account
Contact form
Italy - Webank Login
Registration requires User ID, password, first and fourth number of access code and code received by phone
Login requires User ID and 8 character password
Japan - Rakuten Bank Landing
Use of in-page icon navigation
Japan - Rakuten Bank Login
Login requires ID and 6 – 12 character password
Japan - Rakuten Bank Login
Login also requires a 4 character one time key authentication
Japan – MUFG (Mitsubishi Tokyo UFJ) Landing
Use of in-page icon navigation
Japan – MUFG (Mitsubishi Tokyo UFJ) Login
Setting to remember some details for quicker login ??
Login requires contact number and 4 – 16 character password
Login also requires a 6 digit one time key authentication
Mexico - Banorte Landing
Mobile token Mobile payments
Use of tabulated inpage icon navigation
Mexico - Banorte Noted feature – Mobile Token
A security code generated by the app. A separate device is no longer needed
Mexico - Banorte Login
Login requires username
Confirmation of predetermined phrase
Registration requires username and activation code
Login also requires either a 4 digit password if activated at ATM or an online banking alphanumerical password
Mexico - Bancomer Landing
Use of in-page icon navigation
Mobile tokens
Mexico - Bancomer Registration Registration requires confirmation of details, acceptance of T&Cs and last 5 digits of card number
Registration requires mobile number and card number
Registration requires password creation and confirmation of email address
Mexico - Bancomer Landing
Login requires mobile number and password
Netherlands - ING Landing / Login Use of container navigation with slide out menu
Additional functionality for checking balance on login screen
Login requires 5 digit PIN
Registration requires account number and verification code
Netherlands - ING Navigation
Container menu slides out from left and pushes page to the right along with container icon
Language can be changed
Netherlands – ABN Amro Landing / Login
Use of container navigation with slide out menu
Login requires 5 digit PIN
Registration requires account number, pass number and verification code
Netherlands – ABN Amro Navigation
FAQ
Poland – Meritum Bank Landing
Use of container navigation with slide out menu
Use of in-page icon navigation Receive money
Poland – Meritum Bank Navigation Container menu slides out from left and pushes page to the right along with container icon
Offers
News and blog
Poland – Meritum Bank Noted feature: Receive Money
Poland – Meritum Bank Registration
App requests permission to connect with Facebook app on mobile device in order to make Facebook transfers
Login requires ID and password
App requests permission to save locations in order to trace places from which transfers are being made
Poland – Meritum Bank Login
Login requires a 4 digit PIN
Poland – mBank Landing / Navigation
Use of in-page icon navigation
Register individual or business
Poland – mBank Registration
Registration requires personal identity number and mother’s maiden name
Registration requires activation code
Poland – mBank Registration
Registration requires creation of 5 - 8 digit PIN
Poland – mBank Login
Login requires 5 - 8 digit PIN
South Africa - Absa Landing / Login Use of container navigation with slide out menu
Login requires account number, 4 digit PIN and user number
Registration requires linking of device via online banking Use of tabulated inpage icon navigation
Use of bottom navigation
South Africa - Absa Navigation
Container menu slides out from left and pushes page to the right
South Africa - FNB Landing Use of container navigation with slide out menu
Payments to another app user using device pairing
Rewards partner locator Use of tabulated inpage icon navigation
South Africa - FNB Navigation
Container menu slides out from left and over page Phone from within app
Send money
South Africa - FNB Noted feature: GEO Payments
Requires recipient to be user of banking app
South Africa - FNB Noted feature: GEO Payments
Requires logging in to app to send
South Africa - FNB Noted feature: GEO Payments
Recipient is required to accept payment
South Africa - FNB Login
Login requires password Registration requires card number and ATM PIN and ID or passport number
South Africa – Standard Bank Login
Registration requires email and password to create universal bank login details
Login requires email and password
Turkey - Isbank Landing
Use of in-page icon navigation
Turkey - Isbank Login
Login requires 6 digit PIN and key code
Registration done inbranch and ID given when account is opened. Also requires sms code or a code from a code generator.
Setting to remember some details for quicker login
Turkey - Garanti Landing
Shows expenditure Use of in-page icon navigation
Turkey - Garanti Login
Login requires customer number and password and confirmation of preselected image
United Kingdom – RBS Landing / Login
Login requires 8 digit passcode
United Kingdom – RBS Registration
Registration requires mobile number and acceptance of T&Cs
United Kingdom – RBS Registration
Registration requires creation of passcode Registration requires activation code sent via SMS
United Kingdom – RBS Registration
Registration requires a customer number used for online banking
United Kingdom – HSBC Landing / Login
Login requires user ID number
Use of in-page icon navigation
United Kingdom – HSBC Login
Login requires predetermined answer and random characters of password Registration requires online banking/mobile banking account and activation of app password on desktop site
United States – Chase Bank Landing
Login requires user ID and password Setting to remember some details for quicker login Registration must be done prior to using the app
United States – CitiBank Landing
Login requires user ID and password Setting to remember some details for quicker login
Registration requires an account number
Banking Applications – Unsecure area Total percentages across all banks Secure landing – 90% 38% Accounts & balances Navigation 35% Dashboard
32% Login
8% Transaction history
18% Accounts, balances & dashboard
3% Loyalty programme
In-page icon navigation – 65% Navigation container – 48% Bottom navigation – 33% Top navigation – 13%
Banking Applications – Unsecure area Total percentages across all banks 95% • View transaction history • Transfer between accounts 98% 83% • View account balances • 80% View account details • Pay an account Contact bank 58% 65% 75% • Change 60% • Delete recipient 65% 70% • View transaction details 43% • Register on recipient Find a branch •or ATM • Add a recipient Pay a person • International new device details • Access App payments on more than one device
Features & Functionality
30% • Favourite recipient
23% • Send money to an ATM for withdrawal with a PIN • Ability to share account details from within the App
13% • View insurance details
10% • Add recipient to a group • Geo payments • Buy Prepaid electricity • Buy lottery tickets 28% • Buy prepaid airtime/data 80% • Loyalty programme • Change Contact banking bank limits • Personal Financial Management graphs or advice
25% • Apply for additional core banking features (eg: credit cards) • Add profile pictures 18% • QR code payments 15% • NFC Payments 5% • Make insurance claims
International Benchmark – Banking applications: Secure area
Top 5 banks – Score Garanti Bank (TUR)
Commonwealth Bank (AUS)
Hello Bank (FRA)
Isbank (TUR)
mBank (POL)
Learnability
9
10
9
8
7
Operability
8
10
8
10
8
Product Fit
13
13
12
12
11
Stimulation
15
14
11
11
12
Look and feel
10
9
10
8
8
UX SCORE TOTAL
92%
93%
83%
82%
77%
FEATURES TOTAL
61%
48%
58%
58%
65%
OVERALL TOTAL
72%
71%
71%
71%
68%
Australia – HSBC Australia Landing Use of container navigation with slide out menu Secure landing shows account listing and balances
Australia – Commonwealth Bank Landing Use of container navigation with slide out menu
Secure landing dashboard shows services
Brazil - Itau Landing
Use of container navigation with slide out menu
Accordion widgets display information when clicked
Has service for transferring money based on a contacts mobile number. Eliminates need to know branch and account numbers of recipient
Secure landing dashboard shows cheque account, investments, credit card and contact info to talk directly to your personal banker
Brazil - Itau Noted feature – Bar code payment
Scan bar code from within app
Brazil - Itau Noted feature – Bar code payment
Input security code to continue
Brazil - Bradesco Landing
Secure landing shows banking functionalities and services
Use of tabular / breadcrumb navigation
Canada - Tangerine Landing
Secure landing shows account balance
Use of bottom navigation
Canada - Tangerine Noted feature – Cheque deposit via photo
Select account and enter amount
Select camera view
Canada - Tangerine Noted feature – Cheque deposit via photo
Canada - RBC Landing
Use of in-page icon navigation
Secure landing dashboard shows banking functionalities and services
Canada - RBC Noted feature – Send money to Facebook friend
Accept permissions and log in to Facebook account
Select friend
Select account, enter amount and message
Chile - Santander Landing
Secure landing shows account listing and balances
Use of bottom navigation
Chile – Banco de Chile Landing
Secure landing dashboard shows banking functionalities and services (payments, products, send money, benefits, help and contact)
Use of bottom navigation
Colombia – Bancolombia Landing
Secure landing shows account listing and balances
Use of bottom navigation
Colombia – Bancolombia Noted feature: Security options
Can block credit and debit cards, lock password and cancel bank cheque
Colombia – Citibank Landing
Secure landing shows account and balance
Use of bottom navigation
Czech Republic – GE Money CZ Landing
Use of tabulated in-page icon navigation
Secure landing shows account balance and banking functionalities and services
Shows expenditure
Czech Republic – GE Money CZ Noted feature: Money Manager
Shows selected payments in a pie graph and percentage
Denmark – Danske Bank Landing
Use of container navigation with slide out menu
Secure landing shows send money
Finland - Osuuspankki Landing
Use of in-page icon navigation
Secure landing shows dashboard shoes banking functionalities and services (everyday finances, investments, insurance, customer service, tools and log out)
Finland - Osuuspankki Noted feature: Everyday banking
Everyday banking shows new payments, own transfers, account information and ebills
Finland - Osuuspankki Noted feature: Barcode payment
Finland - S-pankki Landing
Use of container navigation with slide out menu
Secure landing shows loyalty programme and balances Use of in-page icon navigation
Finland - S-pankki Dashboard
Dashboard shows account balances and navigation to all banking activities Accessed by right swipe from landing page
France - LCL Landing
Secure landing dashboard shows account details and bank services (account, balance, bank advisor contact, credit card balance, loyalty program)
Send secure message to bank advisor or book appointment
Use of in-page icon navigation
Use of slide-out dial navigation
France - LCL Navigation
Use of slide-out dial navigation
France - LCL Noted feature: Transfers
France - LCL Noted feature: Customisation
Look and feel can be customised i.e. choose the personal financial information and indicators to be displayed
France - LCL Noted feature: Personal Financial Management
France – Hello Bank Landing
Use of slide-out side navigation Secure landing dashboard shows balances and banking services (account balance, activities feed, expenses, personal finance management, secure messaging service, community forum, twitter feed and help)
France – Hello Bank Navigation
Use of slide-out side navigation
France – Hello Bank Noted feature – Set bank alert
France – Soon Landing Use of container navigation with slide out menu
Secure landing shows timeline of account expenses
France – Soon Noted feature: PayPal payment
France – Soon Noted feature: Add picture, comment and mood emoji to expenses
France – Soon Noted feature: Geolocations to expenses
Germany – ING DiBa Landing
Secure landing shows account listing and balances
Use of bottom navigation
Germany – ING DiBa Noted feature: Automatically retrieve invoice data from camera
Germany – ING DiBa Noted feature: Automatically retrieve invoice data from camera
Germany - Commerzbank Landing
Secure landing shows same as unsecure landing
Shows account overview
Use of in-page icon navigation Use of bottom navigation
Germany - Commerzbank Noted feature: Separate app for viewing account balances
India – Bank of Baroda Landing
Use of in-page icon navigation
Secure landing shows banking functionalities and services
India – Bank of Baroda Noted feature: Stop cheque, cheque status, transaction history
India – Citibank Landing
Use of tabulated in-page icon navigation
Secure landing shows banking functionalities and services
India – Citibank Noted feature: Utility payments
Italy - Widiba Landing
Use of in-page icon navigation
Secure dashboard landing shows quick-access to certain banking functionalities, graph showing income and expenses from the last month, summary of account and history. Is customisable.
Italy - Widiba Noted feature: Payment reminders
Payment reminders can be sent to email or mobile
Italy - Webank Landing Use of container navigation with slide out menu Secure landing is customisable and shows chosen features and services
Italy - Webank Noted feature: Personalise how balances are displayed
Assign emojis related to account balance and movements e.g. go above a certain limit and show a sad emoticon or thunder cloud
Italy - Webank Noted feature: Transaction history with images
Attach pictures to transactions e.g. photo of receipt
Japan - Rakuten Bank Landing
Secure landing shows transaction history
Use of tabulated inpage icon navigation
Use of bottom navigation
Japan - Rakuten Bank Dashboard
Secure dashboard shows times of payments
Japan – MUFG (Mitsubishi Tokyo UFJ) Landing
Secure landing shows transaction history
Use of container navigation with slide out menu
Mexico - Banorte Landing
Use of tabulated inpage icon navigation
Secure landing shows banking functionalities and services (consult, transfers, quick transfer, ATM withdrawal, credit card payments, service payments, mobile airtime, card services, cheque services)
Mexico - Banorte Noted feature: Card services
Activate/deactivate card, manage card limits, block/unblock card, block debit card
Mexico - Bancomer Landing
Use of in-page icon navigation
Secure landing dashboard shows banking functionalities and services (accounts, transfers, payments, buy, consult, manage)
Netherlands - ING Landing Use of container navigation with slide out menu
Secure landing shows account listing and balances App has digital assistant (Inge) which is able to prepare transactions, provide account information etc
Netherlands – ABN Amro Landing
Use of in-page icon navigation
Bills can be shared with others
Use of bottom navigation
Secure landing shows account listing and balance
Netherlands – ABN Amro Noted feature: Planned payments
Poland – Meritum Bank Landing
Use of container navigation with slide out menu Secure landing shows balance overview, account details and various banking functionalities
Use of in-page icon navigation
Side swipe shows various promotions
App can be used offline
Poland – Meritum Bank Noted feature: Send money to Facebook friend
Poland – Meritum Bank Noted feature: Geo transfer history
Poland – Meritum Bank Noted feature: Voice command
Poland – Meritum Bank Noted feature: Voice command
Poland – Meritum Bank Noted feature: Photo transfer
Poland – mBank Landing Use of container navigation with slide out menu
Secure landing shows account balance, banking functionalities, transaction history, places near you, planned account operations
Poland – mBank Noted feature: Send money to phone number
Poland – mBank Noted feature: Send money to phone number
Poland – mBank Noted feature: Local and web discounts
South Africa - Absa Landing Use of container navigation with slide out menu Secure landing shows accounts, balances banking functionalities and services
Quick transact option
Use of bottom navigation
South Africa – FNB Landing Use of container navigation with slide out menu
Secure landing shows recommended products and if none available, shows account listing and balances
South Africa – FNB Noted feature: Buy prepaid iTunes vouchers
South Africa – FNB Noted feature: Buy lottery tickets
South Africa – FNB Noted feature: Buy lottery tickets
South Africa – Standard Bank Landing Use of container navigation with slide out menu
Quick transact icon
Secure landing shows account listing and balance and recipient management
South Africa – Standard Bank Noted feature: Secure chat
Turkey - Isbank Landing
Use of in-page icon navigation Secure landing dashboard shows banking functionalities and services
Use of container navigation with slide out menu
Turkey - Isbank Navigation
Container menu slides out from bottom and over page
Turkey – Garanti Bank Landing
Secure landing shows account status, promotions and opportunities
Use of container navigation with slide out menu
App designed for branchless banking
Use of bottom navigation
Turkey – Garanti Bank Navigation
United Kingdom - RBS Landing
Secure landing shows account listing and balances
Use of side-swipe navigation
United Kingdom - RBS Noted feature: Statement search
United Kingdom - HSBC Landing
Secure landing shows account listing and balances
Use of bottom navigation
United States – Chase Bank Landing Use of container navigation with slide out menu
Secure landing shows account listing and balances
United States – Chase Bank Noted feature: Chase QuickPay
United States – Citibank Landing Use of container navigation with slide out menu Secure landing shows account listing and balances and offers
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