Overview
- BBVA replaced its previous mobile app on October 23 with Futura, an AI‑centric platform built around hyperpersonalization and the Blue virtual assistant.
- Since the launch, users have reported login failures, slow or frozen sessions, and confusing navigation after menus moved and lateral browsing was introduced.
- CEO Eduardo Osuna acknowledged resistance to change and said customers will come to love the app, while executive Hugo Nájera said users should adapt within weeks.
- The bank says the redesign effectively creates “27 million” individualized versions for its customer base and adds shortcuts, payment reminders, CoDi support and other tools.
- Media outlets published step‑by‑step guides for tasks like transfers as complaints and memes about the new experience continue circulating on social networks.