Our recent benchmark report gives exclusive visibility of the UX of Building Society mobile apps.
But how do we go behind-the-login?
The Building Society benchmark report offers a snapshot of the work we deliver in our custom research projects.
At BehindLogin, we help companies to explore, compare & evaluate their digital experiences. Our approach identifies where experiences are falling short & where there’s potential to gain market advantage.
We focus on the REAL user experience of REAL customers.
Working with our global panel of >1m research participants, we recruit active and verified customers and use screen sharing technology to capture exactly what they experience.
App selection
We begin with selection of our sample companies. Within our custom research, some clients will be looking for direct comparison and benchmarking against their closest competition. Others will be seeking inspiration from best-in-class examples, both within and outside of their sector.
Our Building Society benchmark focuses on a sector that is fairly traditional. Whilst there are >25m customers in the UK, this is a space owned by just 52 Building Societies and not all have a mobile app.
We selected a handful of the industry leaders, including Nationwide, which operates on a significantly broader scale and reach, with budgets that dwarf the competition. The app capabilities offered by Nationwide, Coventry, Nottingham, Yorkshire & Skipton offer a broad spectrum of what users can expect from a building society.
Panel interviews and user journey capture
Customers are selected from our global panel and invited to a session where they are guided through a series of key journeys with a focus on selected core features. Within one-to-one screen share sessions, we observe how members genuinely navigate and interact. This captures authentic behaviours, revealing the true digital experience in everyday use.
For the building society benchmark, we focus on:
- First appearance
- Send money
- Open a savings account
- Find help & support
Each session is meticulously documented. Anonymised screens and flows are mapped to create end-to-end user journeys on FigJam.
Benchmarking
For a simple comparison, we create feature tables to demonstrate which features exist within each experience. This is helpful when evaluating a variety of capabilities.
Each feature is analysed using BehindLogin’s proprietary benchmark framework. The scores allow us to identify the key differentiating factors that drive feature maturity.
With scoring applied, we are able to identify best-in-class examples. Screenshots are presented with commentary to highlight the top functionality and innovation across the competitive landscape.
Within our Building Society report, you can see how the providers are ranked. We include reflections on features that offer clarity and support alongside tasks that feel friction-heavy.
Report Conclusions
Download our Building Society report to see the conclusions from our recent benchmark. This includes Benchmark Results, a Best-in-Class showcase, Provider Diagnostics & a reflection on the State of the Market. Also included in our report is a link to the FigJam user journeys for each best in class example.
Our custom reports offer access to:
- Full visibility of scoring
- Full access to the end-to-end journeys
As an optional extra, we also support clients with UX advisory and consultancy.
How does your mobile experience compare?
BehindLogin combines competitor intelligence with UX guidance to deliver market advantage. Arrange a call to learn how we can help you with our Custom Research.
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