Digital banking has gone from novelty to necessity with more and more people using their banking apps as their finance command centers.

Why it's important: Chase technologists work continuously to improve the Chase Mobile® app, testing, refining and experimenting to find new ways to personalize experiences for customers.

The Chase Mobile® app combines all elements of a customer's financial life in one place and supports ongoing personalization at scale. With a new Chase Mobile® app release every two weeks, Chase is elevating customer experiences with its digital banking tools through:

1. Personalization: According to a Q2 Holdings Inc. report executed by The Harris Poll, 74% of consumers across all generations want a more personalized banking experience.

• Chase is rising to the challenge.

An example: When Chase tailored mobile home screens to be individualized by customers, it saw a 25% higher engagement rate with its app.

2. All-in-one features: Chase builds user-specific tools directly into the Chase Mobile® app, so customers get guidance and support where they are already spending most of their time.

Worth a mention: This is especially important as the rise of digital banking has led to more people relying on financial health tools, with credit score monitoring adoption increasing to 52%, according to Chase's Digital Banking Attitudes study.

• Chase Credit Journey® tool: Credit Journey is a free online tool available to everyone, not just Chase customers. After enrolling, you can check your credit score regularly without impacting your score and access why your credit score changed [1] and by how many points. The tool also provides tips that can help you enhance your score. [2]

3. Improved consumer-banker relationships: When managing their money, customers want a simple way to connect with a banker. Chase redesigned its Meeting Scheduler tool to improve how customers connect with banking professionals. Prior to the redesign:

• Half of consumers left the scheduling flow before completing a booking.
• There was up to a 25% no-show rate for scheduled meetings.

The new scheduler adopts a mobile-first design — speeding up load times, improving searches and adding clear next steps. New features like SMS reminders and multilingual support also improve accessibility.

The results: The redesign delivered strong outcomes:

• The no-show rate improved by 24%.
• The number of users following through and successfully booking a meeting increased by 39%.

What customers get: These continuous innovations and improvements have led customers to use their mobile banking apps for more than they ever have before.

Key numbers: 78% of consumers say they use banking apps weekly, according to Chase's Digital Banking Attitudes survey:

• 62% doubled down on this, saying they couldn't live without these apps.
• 85% prefer to have all their banking activities in one app.

Digital banking tools are also cutting down the amount of time people spend on financial management:

• 45% of consumers reported spending less than one hour a week managing finances.

Okay, but: As digital banking grows, so does the need to keep improving — while avoiding customer disruption.

True Continuous Delivery (TrueCD)

TrueCD is Chase's version of continuous integration/continuous delivery (CI/CD). The model automates the software development processes to deliver faster, reliable app updates by combining testing, checks and safe release steps into one development process.

• This has allowed Chase to deliver bi-weekly app updates with speed, giving around 71 million mobile users a smooth experience.

Looking ahead: Chase continues to rapidly advance the digital banking experience in a safe, responsible way — rolling out new AI-powered services while maintaining strong safeguards and rigorous controls.

• Chase's survey found that 39% of consumers are interested in using AI for their money management.

This has led to developments including:

• Improving and modernizing credit-card processing through Gen AI systems.
• An AI-powered agent that creates component software tests, cutting testing time down significantly.
• Modernizing Chase's old card platform by using Gen AI to speed up the move to a cloud-native system.

The takeaway: As digital banking becomes a central part of everyday life, Chase is raising the bar with personalized features, faster updates and streamlined AI power behind the scenes.

Learn more.

1. Change reasons to your VantageScore® 3.0 are provided by Experian™ for educational purposes only to help you understand changes to your credit score and report. The score point changes shown in the change reasons feature may not always match your overall score change as some point changes may not be reflected. The VantageScore 3.0 model may not be the credit score model used by your lender or by Chase. Carefully consider your needs and objectives before making any decisions and consult the appropriate professional(s).

2. This tool is for educational purposes only and does not guarantee reaching your credit score goal, even if you complete the suggested actions, as other factors may affect your score. It uses the VantageScore® 3.0 model, which may differ from the score model used by lenders or Chase. Consider your needs and consult the appropriate professionals before making any decisions.