Banking App - International Benchmark

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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