Successful Mobility. Matej Lavric Sales Leader for Mobile CEE

Transcription

1 Successful Mobility Matej Lavric Sales Leader for Mobile CEE

2 There are 7.1 billion people on the planet 6 billion of them have access to mobile phones, only 3.5 billion of them use a toothbrush 2

3 90% of text messages are read with in 3 minutes of being delivered 3

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5 80% of mobiles apps are used once and then deleted! >50% mobile apps in public stores are considered dead! 5 Source: Stardust, sept. 2013

6 Key criteria for a successful mobile experience 6

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9 Bank of Montreal Established in 1817, BMO Financial Group is a diversified financial services provider based in North America BMO provides: a broad range of retail banking, wealth management and investment banking to more than 12 million customers 8th largest bank in North America by assets BMO s first mobile banking app was released in mid-2011 across iphone, Android and Blackberry platforms 9

10 BMO Challenge Traditional mobile solutions have not kept pace with rapidly rising customer expectations Most banks launched mobile with a packaged solution They were found inflexible - increasing both time to market and cost Today, banks are trending towards mobile platforms based on open standards 10

11 BMO Solution A Custom Mobile Application Built on the Worklight Platform Flexibility Enables deployment of unique features without expensive and time consuming customizations to a packaged core product Productivity Allows BMO to deploy more functions much more quickly without duplicating channel logic Reliability Use of HTML5 and open web standards provides protection on our investment and mitigates risk 11

12 Project Overview Objectives Close competitive functionality gaps and deliver innovative new features Update the user interface to deliver a brandaligned customer experience Migrate ~1 million mobile banking users to new platform Deliverable Completely redesigned iphone, Android and Blackberry 10 apps in addition to a mobile-optimized website Timeline End to end delivery achieved in 9 months 12

13 Key Features Delivered to Close Competitive Gaps Multi-card Support P2P Payments Post-dated Bill Payments 13

14 Innovations to Improve Productivity and Experience Appointment Booking Travel Notifications Statement & Account Details 14

15 A Simplified Experience Designed for Ease of Use Side Sliding Menu Gesture Optimized Navigation Tips & Hints 15

16 Key Factors for Success Fully iterative process for project scoping, creative ideation, usability testing, architectural design, requirements and QA Integrated creative design process with IBM Interactive Experience and BMO technology partners Proof of Concept to validate and demonstrate IBM s MobileFirst capabilities A proof of concept was built in 2 weeks Demonstrated capabilities of Worklight and key features such as multi-factor authentication 16

17 Results Over the 1 st Month of Launch Improved Experience Customer and Productivity Impacts Apple AppStore: Named Best New App and Featured App in Finance Section Blackberry World: Named Top Free App and Top Banking App Branch Appointments booked Travel Notifications sent 17

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19 China Railway s Ticketing System : large scale Worklight usage million downloads in two months 1.6 million unique visitors in peak day 0.3 million concurrent user in peak 100 million daily hits in peak

20 Mobile App Cracking Is Widespread Example hacks: Disabled security controls Illegal pirated copies Repackaged versions with malware Unlocked or modified features Fraud IP theft Nov 2013 HP Research Reveals Nine out of 10 Mobile Applications Vulnerable to Attack : Source: Arxan State of Security in the App Economy: Mobile Apps under Attack report (2012). Based on identifying and 20 reviewing hacked versions of top ios and Android apps from third-party sites outside of official app stores

21 What s Holding Back Mobile Innovation? Mobile Apps are different. They run on unstable networks interruption is the norm, not the exception They are context-aware sensor richness provides constant stream of context information Always on An opportunity to deliver greater value since always within arms reach Smaller screens More challenging to make compelling and easy to use Immediacy users expect instant everything and have little patience Management is different. AppStore Terms of Service present challenges for managing B2C apps Greater challenges of application governance, distribution, and version management Smaller screens pulling content from more sources: need to choreograph content from multiple repositories and applications, both on premises and in the cloud Development is different. More devices to support, each with its own set of capabilities, OS and UI behaviors More development approaches to choose from Web, HTML, Native or a mix More third-party and open-source tools, frameworks and libraries to choose from Extremely short development cycles Security is different. Greater risks of exposing applications and data on small, light and always on portable devices Greater authentication challenges associated with content mashups AppStore Terms of Service can limit security options 21

22 Mobile apps go deeper than front-end UI Front-end Back-end User engagement Short time to market Web? Hybrid? Native? Teamwork Industrialize app dev Integrate with SDLC Operations 30% of the value and effort is visible (mobile UI) 70% of the value and effort lies under the surface App responsiveness Efficient and flexible push notifications Track and leverage location Offline availability B2E app distribution Push upgrades z Security User authentication Malware detection Data protection Manage and enforce app versions Track problems that affect UX Ensuring continued support in a quickchanging landscape 22

23 Cost, Complexity, Risk The Mobile Journey: When do you need to buy a Mobile Platform? X Apps X Devices X Backends 1 App 1 Device 1 Backend 3 Apps or 3 Device or 3 Backends Gartner s Rule of Three BUY versus BUILD? Time 23

24 Cost, Complexity, Risk The Mobile Journey: When do you need to buy a Mobile Platform? X Apps X Devices X Backends 1 App 1 Device 1 Backend 3 Apps or 3 Device or 3 Backends Gartner s Rule of Three BUY versus BUILD? Time 24

25 Strategy & Design Services IBM MobileFirst Portfolio Industry Solutions Banking Insurance Retail Transport Telecom Government Healthcare Automotive IBM & Partner Applications Application & Data Platform Management Security Analytics Devices Network Servers Development & Integration Services Cloud & Managed Services 25

26 Strategy & Design Services IBM MobileFirst Portfolio Industry Solutions Banking Insurance Retail Transport Telecom Government Healthcare Automotive IBM & Partner Applications Application & Data Platform Management Security Analytics Devices Network Servers Where do you most need to improve? Cloud & Managed Services Development & Integration Services 26

27 Strategy & Design Services IBM MobileFirst Portfolio Industry Solutions Banking Insurance Retail Transport Telecom Government Healthcare Automotive IBM & Partner Applications Application & Data Platform Management Security Analytics Devices Network Servers Most companies start here Cloud & Managed Services Development & Integration Services 27

28 IBM MobileFirst Application & Data Platform Top issues we see Cost of Application development is increasing too rapidly with each new platform It takes too long to release new App functionality Connecting applications to enterprise data is too slow and expensive Existing skills/resources (people/website) not being re-used for Mobile - outsourced 28

29 IBM Worklight : Mobile Application Platform 29

30 New IBM Worklight Platform Integrated mobile app development with continuous delivery Application Scanning Quality Assurance Application Scanning Detect code security vulnerabilities at the time of development Server Runtime Quality Assurance Collect beta test feedback, crashes and analyze user sentiment Studio Console Application Center Foundation Development, Runtime, Operations Console & Private Store Development Continuous Delivery 30

31 What s in IBM Worklight Foundation? Formerly IBM Worklight 6.2 Development Delivery Server Gateway for engagement, security and analytics Runtime Client APIs for native, hybrid and web apps Studio Leading tools for native and hybrid development that maximize code reuse, accelerate development, and promote team work Operational Console UI for deployment, management, and real-time operational analytics, push notifications Application Center A non-mdm, cross platform private mobile application store 31

32 Introducing IBM Worklight Application Scanning Based on AppScan v9.0 Detect vulnerabilities at the time of code change to reduce risk of data leakage and breaches A single Eclipse Integrated Development Environment (IDE). Scan existing code projects or Worklight Studio projects Native and hybrid mobile applications support Enhanced JavaScript analysis, which includes improved performance and additional framework support Application Scanning 32

33 Introducing IBM Worklight Quality Assurance Delivers mobile app quality across a fragmented environment with end user feedback and quality metrics available at every stage of development. Evidence-based prioritization enable business and IT to collaborate on mobile strategy and user experience Over the air app distribution get the latest in the hands of testers as soon as it is available User Feedback Crash logs Bugs Frictionless bug reporting spend every minute on testing latest and greatest builds, not the hassles In-app crash reporting rapid understanding of why an app fails Quality Assurance 33 Sentiment analysis mine app ratings and reviews to extract actionable feedback before they go viral

34 How Worklight Is Different 34

35 IBM Ready Apps The new IBM MobileFirst Business Acceleration portfolio offers IBM Ready Apps, a suite of industry-specific, pre-configured apps that can save clients up to 60 percent on time and resources. Whether an organization is just getting started or has multiple successful mobile projects underway, the IBM Ready Apps streamline design and enable organizations to customize their app once and deploy it to any platform or device. Organizations can also tailor the look and feel of apps and add features using built-in integration with common industry APIs. 35

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37 X-Industry Industry IBM Ready Apps Banking Retail Insurance Healthcare Retail Banking (Mobile Banking) SME Banking (Mobile Banking & Access) Wealth Management Retail Associate Enablement (Save the Sale) Retail Consumer Shopping (Customer Loyalty) Retail Optimization (Mobile Store Performance Insights) Mobile Customer Care (Policy Management & Customer Self Service) Mobile Agent Care Mobile Claims Management Mobile Health & Wellness (Coordinated Care) Membership Mgmt. & Claims Spending Analysis & Reporting Government Automotive Telecom Travel Mobile Workforce Citizen Access to Government Services Business Access to Government Services Connected Vehicle Integrated Customer Retail Experience Mobile Supply Chain & Operations Mobile Customer Operations (Subscription & Service Management) Machine-to-Machine (M2M) Communication Field Service Management Mobile Customer Experience Management Smarter Transportation (Mobile Apps) Mobile Workforce & Operation Management Mobile Commerce (Mobile Payments/ Wallets) Mobile Loyalty Programs Mobile Ticketing B2C B2B / B2E M2M Mobile Workforce Mobile Salesforce Mobile Supply Chain Management Mobile Asset Management Fleet Optimization Connected Devices IOC (Mobile Analytics) 37