Danske Bank - Launch of the first mobile bank app in Denmark

Transcription

1 Danske Bank - Launch of the first mobile bank app in Denmark Esben Torpe Jørgensen Danske Bank Group Business Development

2 The mobile bank for smartphones iphone-version available in App Store. Androidversion available in Android Market The timing was right 07/03/2011 2

3 Nordic consumers are ready for mobile banking - More than 70 % are interested in day-to-day mobile banking 51 % would like to check their balances 40 % would like to transfer money to other accounts 32 % would like to pay their bills 31 % would like to see the latest transactions 24 % would like to enrol bills to payment services 12 % would like to communicate via SMS, chat or video Source: YouGov Zapera, for Danske Bank, Juli

4 Use of smartphones are growing rapidly Mobile browsing and use of app s has exploded and is expected to exceed laptop browsing in 2014 (Source: Morgan Stanley, April 2010) In DK approximately people have an iphone or Google- Android phone. iphone and Android are driving development (Jon Lund, June 2010) About of those will be customers in Danske Bank DK. 07/03/2011 4

5 Competitors are moving

6 So why have things started moving? 1. Ultra capable and user-friendly devices 2. High performance networks 3. Most importantly, relevant and user friendly services The 3 above elements have now come together and provides huge opportunity for service and application providers also within the financial sector 6

7 Mobile banking from Danske Bank - Simple, convenient and relevant customer service 7

8 Pay bills with the camera in your smartphone

9 Immediate user feedback - App Store & Android Market 9

10 What s been good - 90 percent of all reviews Native Look and feel Performance & responsiveness The services Simple, relevant & convenient

11 What can be improved - 10 percent of all reviews ipad optimization Include business accounts Graphical spending report & budgeting Easy access to account (no NemID) Improved payment functionalities Custody and stock trading Performance on specific Android devices

12 Achievement(s) - More than downloads Android iphone September October November December January February 12

13 Media results The largest and most positive press campaign for Danske Bank since we started media tracking in 2008 Press coverage in app media reaching potential 19 Mio. readers (TV/radio, national newspapers, regional/local, vertical and online media) 77 percent of all press articles has been positive, 22 percent neutral and Only 1 negative. 1/3 of the social media coverage concerning Danske Bank has been about Danske Mobile Bank. The campaign created the highest number of positive/neutral tweets in

14 Key take a ways Convenience and simplicity is key Continuously test during app development Choice among multiple mobile platforms Choice among multiple smartphone devices Listen to your customers they may have many of the answers A strategic decision when and what to launch Small and agile team Mobile is not the answer to everything in a MCB perspective

15 Customer needs and service offerings will drive interaction Finance Centre ebanking Branches I like to handle banking by myself Self directed service Mobile ATMs Contact center Direct mails Digital letters 15

16 Customer needs and service offerings will drive interaction Finance Centre ebanking Branches Advisory services and personal interaction is what I expect Face-to-face service Mobile ATMs Contact center Direct mails Digital letters 16

17 What s next? Strategic choices - platforms, devices, hybrid, native, browser based etc. Communication and marketing strategy Enhance service offerings without jeopardizing simplicity and convenience Utilize the unique features of the smartphones and tablets Camera, GPS, Touch, etc. Extensive user analysis Integration of a new channel in a multi-channel banking setup Mobile payments?

18 Innovated by Danske Bank Designed by DesignIT Loved by Danske Bank Customers Contact information: Esben Torpe Jørgensen Mobile: Mail: