This month, we are proud to present our annual Bank Monitor Awards, highlighting the best online and mobile banking account tools and features offered by firms in key areas.

1. Bank Monitor
2016 Gold Medal Winners

2. Corporate Insight provides competitive intelligence, consulting and user experience research to the nation's
leading financial, health and education institutions. For more than two decades, the firm has tracked
technological developments in the end-user online experience, identifying best practices in online financial
services and investing, mobile finance, social media and other emerging areas. Corporate Insight offers
subscription-based Monitor services in 14 verticals, including banking, healthcare and alumni relations, along
with custom research, digital capabilities audits, special studies, user research and other consulting services. The
firm helps its clients—including 70% of the financial services firms in the Fortune 500—to remain at the forefront
of industry trends and improve their competitive position.
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3. This month, we are proud to present our annual Bank Monitor Awards, highlighting the best online and mobile
banking account tools and features offered by firms in key areas.
The categories selected for this annual report cover only private site features, including the account
maintenance capabilities that most impact the customer experience. In this report, we provide examples of the
best in class for each of the online and smartphone tools covered and explain why we consider these features to
be industry leaders. We distribute Monitor Awards in gold, silver or bronze based on the quality of outstanding
features and tools.
To review, a Gold Medal is reserved for the most robust and valuable tools, those that most closely achieve the
ideal combination of important features and intuitive functionality. A Silver Medal goes to tools that offer great
value but lack in some of the outstanding qualities of the best tools. A Bronze Medal recognizes those tools or
features that are imperfect but still offer card holders a valuable experience.
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4. Medal Chart
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Firm Medal Count
Ally
Bank of America
BB&T
Chase
Citibank
Citizens Bank
Discover Bank
U.S. Bank
USAA
Wells Fargo

5. Category Overview
Transaction History and Statements
Desktop Site Transfers and Payments
Mobile Deposits, Payments and Transfers
Website Design and Usability
Promote Your Firm’s 2016 Monitor Awards!
Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more
information and for examples of past promotions, contact us at pr@corporateinsight.com.
Account Summary Information
Private Site Help and Self-Service

6. Account summary information, displayed on the private site homepage or mobile app home screen, provides
customers with an overview of important account details. The balance summary should display the customer’s
individual and combined account balances and firms should provide easy access to detailed account information.
Firms also should allow customers to link external accounts to provide a snapshot of balances across financial
institutions. The best private site homepages include a preview of upcoming and recent activity, with options to
make a quick transfer or payment without leaving the page.
Account Summary Information
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USAA wins a gold medal for its highly customizable, detailed private site homepage
and mobile home screen with account aggregation to view balances across all of a
customer’s linked accounts.
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7. Transaction History and Statements
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Account history analyzes the presentation and availability of account transactions on the desktop site. Leading
firms do so in a visually appealing manner, with an intuitive display for account holders to customize or modify
page views to access more or less information. We combined the Account History and Statements categories and
now include a weighting for these offerings on mobile apps as firms increasingly present an omni-channel
experience. We evaluated the following criteria on both desktop site and mobile apps: depth of archive, data
display and presentation, usability and search filter capabilities, transaction description, depth of statements
archive and tax statements.
© CORPORATE INSIGHT
Chase’s site redesign earned the firm a gold medal for
transaction history with many search, sort and filter
capabilities.

8. Desktop Site Transfers and Payments
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Transferring funds in and out of bank accounts is an essential tool for online banking. For this category, we
examine both internal transfer and external transfer capabilities. We look at the ways that account holders can
move money between their own accounts as well as those held by others. As all firms offer the ability to move
funds internally, we place greater emphasis here on the external transfer capabilities offered by each firm. We
focused on the following attributes: transfer capabilities, page design, scheduling options, transfer history tables,
external account and payee management and pending payment management.
© CORPORATE INSIGHT
Chase wins the gold in this category for offering easy-to-
use payment and transfer services, including wire
transfers, between accounts and to other recipients.

9. Mobile Deposits, Payments and Transfers
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This category evaluates the full range of deposits, payments and transfer capabilities available on mobile apps. This
year the criteria has been updated to include bill payments, recognizing the importance of a customer’s ability to
initiate and edit payments and manage payees from the mobile interface. Our grading criteria included fund
transfer types, P2P payments, mobile deposit, scheduling options and modify/cancel abilities, and in-app help for
transactions.
© CORPORATE INSIGHT
U.S. Bank wins the gold by offering unique capabilities in its
mobile app, including the ability to add a payee by taking a
picture of a paper statement and great flexibility in
scheduling and changing payments and transfers.

10. Private Site Help and Self-Service
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Private site help and self-service options are complementary functions that allow account holders to manage their
online banking. Account holders should be able to update account information easily, access banking resources
and offer helpful customer service like email and chat platforms. For our grading criteria, we examined customer
service email and live chat platforms, help centers and contextual help resources, private site search and online
self-service functions.
© CORPORATE INSIGHT
USAA’s extensive help, self-service abilities and unique call scheduling feature earn it
a gold medal.

11. Website Design and Usability
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This category measures how easy it is to navigate through sites, taking into account main menu design,
secondary navigation options and consistency. When firms perform well in each of these areas, they help to
improve the usability of their sites. Firms should make signing into the authenticated site and retrieving and
resetting login credentials straightforward. Those firms that offer particular customization options are also
recognized in this category. Grading criteria is determined by overall navigation scheme, page presentation and
consistency, link affordance, use of color and fonts, user authentication and site customizability.
© CORPORATE INSIGHT
USAA earns a gold medal for offering a well-designed site that is consistent and
employs main and secondary navigation effectively.

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Senior Research Associate
Bank Monitor and Credit Card
Monitor
646-454-2661
jjudd@corporateinsight.com
Javonni Judd
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