Tablet banking series: A deep dive into five standout initiatives

Size: px

Start display at page:

Download "Tablet banking series: A deep dive into five standout initiatives"

Edwina Stephens
8 years ago
Views:

1 Tablet banking series: A deep dive into five standout initiatives Contents 1. Report objectives and methodology 2. Sample pages from the report 3. Mapa insight series: Report schedule Contact About Mapa Mapa Insight Series Find out more about our research:

Mapa insight series: Report schedule 2015 4.

2 1 Report objectives and methodology Objectives: The key objectives of the research was to: Provide statistics and trends on device uptake and consumer usage trends Do a deep dive into five standout initiatives considering proposition, features and user experience Methodology: Based on our existing knowledge of tablet banking app offerings in the market coupled with complimentary research to uncover other initiatives we have selected five standout initiatives. In order to communicate a full picture about each app we have utilised the portfolio of live accounts that we have access to. Where possible we have engaged with the This report will feed into internal planning processes by providing strategic understanding of leading tablet banking apps as well what is happening in the marketplace overall. banks highlighted asking them to provide insight related to their tablet banking app. In addition we have conducted desk research related to user trends, statistics and other types of insight being relevant to the topic. Furthermore innovative examples and approaches can be used to gain inspiration as well as strengthening existing business cases. Report structure: A. Objectives and methodology B. Executive summary Statistics and trends 2. Deep dive into five standout initiatives 2-1 Barclays (UK) 2-2 Westpac (AUS) 2-3 BNP Paribas (FR) 2-4 Danske Bank (DK) 2-5 Standard Bank (ZA) C. Conclusion Page 2 Mapa Research February 2015

uncover other initiatives we have selected five standout initiatives. In order to communicate a full picture about each app we have utilised the portfolio of live accounts that we have access to.

3 Page 3 2. Sample pages from the report

4 2 Deep dive: Introduction Introduction: We have identified five standout tablet banking app initiatives. Key criteria's for making the selection: Unique design, not just replicating the mobile experience Feature richness Unique and innovative features Regular developments over time- showing commitment Interesting overall digital banking proposition Finding a good regional split among the apps For each app we reviewed the following details: Quick facts Key features Key reasons for inclusion Timeline- showing key developments over time Statistics and other insight providing further understanding To the right we detail the five tablet banking apps included in the deep dive. Barclays (UK) More traditional design and approach to appeal a wider base Use Digital Eagles to help get silver surfers bank via tablet Barclays Features Store including CRM based offers Westpac (AUS) Unique design in relation to other channels Internet banking taking inspiration from tablet app Focus put on making transfers and payments quick and easy BNP Paribas (FR) Highly engaging and appealing design Extensive use of seamlessly integrated PFM features Support options including secure messaging and live chat Danske Bank (SE) One of the pioneering tablet banking apps Advanced functionality: sharedealing and signing agreements Ongoing improvements shows commitment Standard Bank (ZA) Multiple personalisation options including a tile approach Very feature rich and possible to view all products held Has just launched a responsive internet banking service Page 4 Mapa Research February 2015

Interesting overall digital banking proposition Finding a good regional split among the apps For each app we reviewed the following details: Quick facts Key features Key reasons for inclusion

2 Barclays (UK): Digital Eagles use tablets with silver surfers Tablets are at the heart of Barclays new Digital Eagles initiative designed to give elderly people practical advice on

The bank already has more than 12,000 Digital Eagles across their UK branch network and will soon roll out the service to day centres and community groups using tablets to deliver a

5 2 Barclays (UK): Digital Eagles use tablets with silver surfers Tablets are at the heart of Barclays new Digital Eagles initiative designed to give elderly people practical advice on all online issues, including setting up smart devices. The bank already has more than 12,000 Digital Eagles across their UK branch network and will soon roll out the service to day centres and community groups using tablets to deliver a virtual branch. Mapa comment Barclays is cleverly using tablets as a digital gateway experience to entice less confident users to access the bank s full digital service suite. The tablet s larger screen size, portability and intuitive interface makes it an excellent educational device. Page 5 Mapa Research February 2015

2 Westpac (AUS): Focus on making transfers and payments easy Westpac has deliberately used the tablet app to make a limited set of features extremely quick and easy to use, rather than offer the

Customers can: Use drag and drop to initiate a transfer or payment Tap the To icon top left to view a list of payees and billers and add new payees and initiate transactions or payments.

6 2 Westpac (AUS): Focus on making transfers and payments easy Westpac has deliberately used the tablet app to make a limited set of features extremely quick and easy to use, rather than offer the widest range of features. Customers can: Use drag and drop to initiate a transfer or payment Tap the To icon top left to view a list of payees and billers and add new payees and initiate transactions or payments. Quickly overview upcoming transactions by tapping the Upcoming icon top right. Page appearing upon dropping a From account Mapa comment The overwhelming majority of log-ins are still driven by the most basic tasks (e.g. transfers and payments), so its critically important to make those especially quick and easy like shown here. A question to consider? Does big increases in volume come from making the very basic tasks that drive most log-ins even more simple, or by enabling customers to do a greater variety of tasks through mobile? Page 6 Mapa Research February 2015

2 BNP Paribas (FR): Full demonstration mode BNP s tablet app includes a full demo version available pre log-in. The option is prominently displayed on the app start page (below, left).

7 2 BNP Paribas (FR): Full demonstration mode BNP s tablet app includes a full demo version available pre log-in. The option is prominently displayed on the app start page (below, left). Users access all content and features but with dummy transaction data. This approach could help attract net new business to the bank, encourage existing customers to try the service and enable sales reps to deliver more compelling tablet demos in branch. Mapa comment Demo functionality in apps, or product selector tools optimised for public sites accessed on tablets can help branch staff deliver more compelling demos without the cost of developing enterprise apps. Page 7 Mapa Research February 2015

This approach could help attract net new business to the bank, encourage existing customers to try the service and enable sales reps to deliver more compelling tablet

8 2 Danske Bank (SE): Interactive account transactions page Danske Bank has created a highly interactive account transactions page. Customers can use the intuitive slider feature (top of the screen) to set date parameters. The centre of the page presents spend / income by category, and can be collapsed or expanded as preferred (1). Customers can search transactions using natural word and integers (2), and flick between regular view (below) or balance developments and a calendar view (see next page) by tapping the icons top right (3) Mapa comments Danske s tablet app provides the most interactive and visually rich transaction history functionality across all the bank s digital touchpoints. Following strong adoption, the slider feature has been extended to internet banking. This is one example of how tablet banking design sets the precendent for other channels. Page 8 Mapa Research February 2015

The centre of the page presents spend / income by category, and can be collapsed or expanded as preferred (1).

2 Standard Bank (ZA): Tailored experience through personalised Dashboards Customers can create personalised Dashboards representing different parts of their financial life (e.g. products, activity feed, recipient management and savings goals).

Mapa comments More banks, like Barclays in the UK (internet banking), are taking this tile based approach to deliver content and functionality in a more customer centric way.

9 2 Standard Bank (ZA): Tailored experience through personalised Dashboards Customers can create personalised Dashboards representing different parts of their financial life (e.g. products, activity feed, recipient management and savings goals). Individual tiles have different layout and design options. Tapping on a given tile provides more detailed information. Mapa comments More banks, like Barclays in the UK (internet banking), are taking this tile based approach to deliver content and functionality in a more customer centric way. Standard Bank reports better than average use of the feature by making it available on tablet devices, rather than just the desktop. Page 9 Mapa Research February 2015

10 3. Mapa insight series: Reports schedule 2015 Page 10

11 3 Mapa Insight Series: Report Schedule Tablet Banking Series: A deep dive into five standout initiatives 2. More Than Money: Next Generation Digital Banking For SMEs 3. Mobile Banking Series: State Of The Market 2015 Part 1 4. Under Attack: Assessing The Disruptive Threat In Retail Banking 5. Building A PFM With Mass Market Appeal 6. Mobile Banking Series: State Of The Market 2015 Part 2 7. The Digitization Of The Branch 8. The Promise Of Wearables: An Internet Of Things In Banking 9. An Engagement Banking Master Class 10. Digital Banking Security Insight Series, 4th Edition 11. Ten Things Digital Teams Should Do In 2016 Page 11 Mapa Research February 2015

Under Attack: Assessing The Disruptive Threat In Retail Banking 5. Building A PFM With Mass Market Appeal 6. Mobile Banking Series: State Of The Market 2015 Part 2 7.

12 Page Contact details

13 4 Contact Details Author Niklas Olsson Senior Consultant Subscription and Consultancy Enquiries Ross Methven Director of Consultancy Meaghan Johnson Associate Director, Consultancy UK Offices Mapa Research HQ 4 th floor Turnmill street London EC1M 5QP Tel: The Watchtower St Cuthbert's Churchyard 7A Lothian Road Edinburgh EH1 2EP Tel: +44 (0) ross.methven@maparesearch.com Management Nicholas Coutts Chairman nick.coutts@maparesearch.com Mark Pavan Managing Director mark@maparesearch.com Clare Warren Research and Operations Director clare@maparesearch.com International Offices Asia Pacific Mark Donohue Regional Director Tel: mark.donohue@maparesearch.com Nordic Gustavslundsvägen 143 5tr Stockholm Sweden Tel: +46 (0) nordics@maparesearch.com Page 13 Mapa Research February 2015

methven@maparesearch.com Management Nicholas Coutts Chairman nick.coutts@maparesearch.com Mark Pavan Managing Director mark@maparesearch.

14 Page About Mapa

15 @ About Mapa OUR CLIENTS Use our social media resources to keep ahead of the game Subscribe to our RSS feed Follow what we are saying on Twitter Join our LinkedIn Group: Digital Banking Innovation Subscribe to our free e-newsletter Mapa Market Monitor Like us on Facebook! Or just see what is new in Mapa Research Page 15 Mapa Research February 2015

Mobile Banking Series: How to successfully implement increased app functionality

Mobile Banking Series: How to successfully implement increased app functionality Contents 1. Report objectives and methodology 2. Sample pages from the report 3. Mapa Insight Series: Report schedule 2015