Digital Banking Research

Leverage digital capabilities to improve customer experience and engagement

The digital world doesn’t stand still – neither does Javelin Strategy & Research. Our Digital Banking team constantly monitors the impact of market trends and emerging technologies on financial institutions and solution providers. Javelin offers two separate but related digital banking practices: Digital Strategy & Experience and Mobile & Online Banking.

This original report, sponsored by TransUnion, examines the role that consumer access to credit scores and credit file data plays in the promotion of financial inclusion, responsible borrowing habits, and more transparent and accurate...

Creating a Mobile Customer Service Continuum

Javelin Report
October 7, 2019
Nearly 140 million Americans have used mobile banking in the past 30 days. For many of them, the mobile banking app has become their primary account management tool. Just 42% of these consumers, however, believe that they can resolve most customer...

How to Shape Zelle Beyond 2020

Javelin Report
September 24, 2019
A year and a half after its highly publicized rollout, Zelle has become the standard for making person- to-person payments through financial institutions (FIs). It has forced its way onto the shortlist for near-term investments in digital banking...
In this report, we examine the progress made so far in developing faster payments technologies, how that will influence how small businesses make payments, and how banks and service providers can develop products that will allow business owners...
Javelin’s report exposes problems that plague FIs big and small, sometimes caused by shortcomings in core banking technology, incremental upgrades, and poorly integrated services and features. But this review – illustrated with nearly 70 screenshots...
Several large banks have shuttered their mobile wallets in the past year, and the landscape has shifted significantly. The most recent news comes from Wells Fargo, which next month will eliminate the contactless payment functionality built into...
Less than a year after Finn’s nationwide release in June 2018, Chase announced that it would retire its millennial-focused app in August.  Many in the press and the Twitterverse painted Finn as a failure because it didn’t gain significant...
This report explores the opportunity available to banks, credit unions, and digital banking vendors to develop a solution targeted at this segment and outlines the leading digital features that would constitute such an offering.
Javelin’s 2019 Mobile Banking Scorecard shines a bright light on a growing dichotomy between the best apps in the U.S. and the homogenous majority. Most of the mobile banking apps from the 25 largest banks in the country nail the basic transactional...
Javelin’s fourth annual Online Banking Scorecard evaluates 25 top U.S. financial institutions with an eye toward features that will make it easier to manage banking chores, improve financial wellness, increase digital engagement, and position a bank...

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