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Mobile banking 02 May 2018

Excellence in mobile experience and adoption

The changes and updates to functionality in the BBVA Compass Mobile Banking app continue to impress customers, judging by a stout 30 percent year-over-year jump in mobile active customers.*

The numbers, which BBVA Compass closely tracks to determine adoption, interest and satisfaction, have consistently increased each month. BBVA Compass Head of Business Development Pepe Olalla says the consistent mobile growth underscores BBVA Compass’ drive to transformation marked by excellent digital experiences.

Every functionality in the app is concepted from the consumer point-of-view in order to put the power of the bank in their pocket with an experience that is intuitive and clear.

“That our customers continue to adopt our mobile app in increasingly large numbers is by design, literally and figuratively,” he said. “Every functionality in the app is concepted from the consumer point-of-view in order to put the power of the bank in their pocket with an experience that is intuitive and clear. We want them to adopt the app for its ease of use in conducting the most common of transactions, and then come back for the convenience it adds to their lives.

According to Olalla, the idea of being able to “do-it-yourself” or DIY is important to the bank as the world becomes increasingly digital. He points to the ability of the bank’s mobile app in allowing customers to self-serve some of the most common transactions as important for a bank with a seven-state physical footprint.

The BBVA Compass Mobile Banking app allows our customers to bank without borders.

“The more that digital becomes the way of the world, the more borderless we are,” Olalla said. “From the most common transactions to applying for new products, the BBVA Compass Mobile Banking app allows our customers to bank without borders.

BBVA Compass Mobile Banking app functionality includes the ability to apply for an account directly from the home screen, mobile enrollment, a patent pending payments and transfer functionality, mobile bill pay and an intuitive mobile deposit experience. It has been named Best Mobile App by Money® magazine in 2015 and awarded Javelin Strategy & Research’s Mobile Banking Leader in Functionality Award three times in as many years. It was also named in November 2017 as a leader for its ease of use by Javelin. As of the publication date of this article, it is also the highest user-rated mobile banking app in the US, according to user ratings and reviews in the app store.

This is what our strategy is about – using technology to make the lives of our customers’ easier.

“Our digital transformation strategy is working and we can see this as our customers are increasingly adopting our mobile app,” said Olalla. “This is what our strategy is about – using technology to make the lives of our customers’ easier. Creating amazing experiences, like the one they can get through our mobile app, is what drives us.”


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